Managing Sensitive Customer Issues

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Your busy day didn’t have room in it but it happened.  That “special” client presented another problem that has to be resolved—immediately and to his satisfaction.  Typically, you are the “go to person” who knows how to put him in the best mood, negotiate a resolution that leaves everyone happy, and wish him a pleasant adieu until the next visit.

But is your entire team as polished as you when it comes to these kinds of situations? Are they empowered to resolve sensitive problems…to please the client at an acceptable level without “giving away the store”?

Exceptional service never takes a holiday, so incorporate problem-resolution vignettes in your weekly sales meetings.  Try this one and allow 15 minutes for your employees to huddle and formulate the best answers:

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Keeping Quality Customers Happy

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“There is only one boss.  The customer.  And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” ~ Sam Walton

Customers will always want gold standard service.  Let’s be honest, who doesn’t want to receive the best value for their purchase and meticulous attention to the smallest detail?  Consumers want to be greeted by courteous staff whose dedication to their jobs is reflected in their eagerness to assist in any way possible.

To be counted among the best, organizations must leave no stone unturned in customer care.  Train team members to deliver emotional post-purchase
experiences (it occurs the MOMENT a customer pays for the Read more

What Is Customer Journey Mapping?  Why is it Important?

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Customer journey mapping helps businesses identify and understand what consumers want and care about and how they shop to get it.  Businesses use it as a tool to illustrate visual end-to-end customer experiences and to correct deficiencies, train/re-train employees, improve customer service, and build customer loyalty.  The mapping process traces every nuance and touch point of customer engagement.  In fact, two-thirds of the touch points (the way in which customers interact with the businesses: chat service, email, face-to-face, phone, etc.) are initiated by the customer.

Online and brick-and mortar businesses have equally compelling reasons to develop a mapping system, however, they will be starkly different from one another.

Elements to consider when developing a customer journey mapping system: Read more

Unlock the Mystery of Proactive Customer Care

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“Doing the best at this moment puts you in the best place for the next moment.” ~ Oprah Winfrey.  

For some organizations, reactive support is a standard strategy—taking action only after a problem has been brought to their attention.   Being in reactive mode opens the door to being blindsided with larger problems and fewer satisfied clients.  The good news is that phenomenal service is not about reacting but about anticipating problems and solving them before the customer even notices.

Those in the know understand how to set trends to “normalize” superior customer experiences.  They create hybrid models to accommodate a specific “type” of client.  Even within that model, they customize delivery service and style that exceed the client’s expectations.

Ideas for an effective proactive arsenal:   Read more

A Change to Make in 2018: Empower Your Employees

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A number of business leaders have shared their thoughts about empowering employees to make decisions without having to first consult with management.  Studies show that giving employees the authority to make decisions will dramatically increase their confidence to carry out more serious responsibilities.

Managers have a duty to review and revise company policies and to create a culture that reduces the quagmire of documentation, verbal, and written approvals before anything gets done.

Here are a couple of reasons to make a change this year:

>  Shareholders and consumers constantly demand quality product for their time and investment.  They expect to be Read more