In theory, the “tricks” to delivering awesome customer service are pretty straightforward: Empathy Appreciation Helpfulness Seems pretty easy, right? Just develop these three skills, and you'll be set. Sure, you can tune these by mastering the “thank you,” or by understanding how things like tone and word choice make a difference in support. But in practice, delighting customers isn't so straightforward -- what actually works doesn’t always reflect what most of us would assume. There are quite a few counterintuitive truths that can make or break how your customers feel about your service. Below are five surprising data points on what people really expect out of "good" customer service. 1) Should you start with the good news, or the bad news? It depends. How many times has someone asked you whether you want them to start with the good news or the bad news? It’s an old cliche, but it turns out that it actually does make a difference. And the order you choose ca
Delivering personal customer service makes a huge difference. Here’s how to do it right. “Personal service” is the “synergy” of the customer support world. A buzzword used so often – by support agents, customers and marketers alike – that it’s lost meaning for many of us. Which is a damn shame, because personal service, when done right, is incredibly powerful. It can be the difference between a customer forgetting about you the minute their transaction is over, and that same person returning to become a loyal customer for life. But there’s a difference between saying that you deliver personal service (as so many companies do), and actually doing it. Today, I’m going to share what personal service really is, why it’s so important for your business, and actionable tips you and your team can use to start making your support more personal. The Value of Personal Service A few years ago, a survey by Genesys asked more than 9,000 consumers about what mattered to them most when it came
A blog by Michael Truitt http://jeffersontruitt.blogspot.com/ Prevent it Studies have shown that employee theft and embezzlement cost the U.S. economy as much as a billion dollars every year. And now, unfortunately for you and every other employer, current economic conditions and easy access to casino gambling are increasing employees’ temptation to take what does not belong to them.