customer service
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Before Jumping to Conclusions with Clients, Consider the Possibilities When customers react in a way that's other than you expect, don't jump to conclusions about the reason. There are often numerous possible explanations for someone's reaction, so don't get upset or dismiss it out of hand. Instead, consider the possibilities. There may be much to learn in doing so. |
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Two Tales of Sloppy Service (and Their Very Different Outcomes) This story details two tales of sloppy service—but they have very different endings. In one case, the company representative refuses to acknowledge error or make up for inconvenience, but in the second, the rep apologizes and goes above and beyond to make it up. Which do you think retains customers? |
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Exploring Your Beliefs about Your Customers Have you and your coworkers ever discussed your beliefs about your customers? Or questioned those beliefs? You may surprised at the discrepancy between what you think your customers want and what they actually want. It's a good idea to reconsider every now and then and shake up the status quo. |
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Averting Rude Behavior—Even if It’s Unintentional How often do we glance a certain way, use a certain phrase, or make an innocuous comment and unintentionally offend a customer or coworker? Worse, how often do we do so and not even realize it? You don't have to worry whether every syllable or nod might cause offense. Just be conscientious. |
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Don’t Misinterpret the Absence of Customer Complaints Beware: The absence of customer complaints doesn’t necessarily mean customers are happy. Complaints are a critical indicator of the state of customer satisfaction, so an increase in the number, type, intensity, or urgency of complaints bears examination—but so does a decrease. Read on to learn why. |
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Change Where You Sit: It Can Change Your Work for the Better It can be difficult to understand a customer's priorities, to empathize with a coworker's challenges, or to climb out of a creative slump. But one thing could improve each of those problems: changing where you sit. Swapping roles or even just swapping desks can help you gain new insight at work. |
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Put Me In, Coach: Gaming-Driven Productivity Your employees and team members are playing games for other companies. Why aren't they playing for you? Learn how many companies are encouraging productivity-boosting gaming while at work to improve everything from morale to productivity—and even customer service. |
