How to Turn Customer Service Mistakes Into Happiness
In today’s emotion economy, the best service providers design for and deliver positive emotions. Find out how you can use mistakes to create customer happiness.
3 Ways to Prevent Getting Fired by Customers
In the most recent Five Friends post, “You’re Fired,” there is a common thread. The situations and the kind of people or organizations who got fired vary greatly, from a landscaping company to a restaurant chain to a medical doctor. The reasons for the firings vary, too. Some were triggered by something relatively small like a… Continue Reading [icon name=”icon-angle-double-right”]
3 Things You’ve Got to Do to Earn Customer Loyalty
Getting and keeping customer loyalty isn’t easy, but it is pretty simple. Here are three principles to guide you.
7 Keys for Converting Customer Complaints Into Commitment
Here are 7 key things you can do to turn customer complaints into customer commitment.
Customer Service: What “I Can’t” Really Means
When a customer service rep says “I can’t” it isn’t usually true. Find out what “I can’t” really means and what you as a leader can do about it to improve your service delivery.
Service Recovery: How Not to Do It
Don’t say that you value the customer’s business and act like you don’t. How you recover from service failures is critical.