“Be Sincere in Your Actions and True to Your Word and You’ll Get Along” Confucius
What “Confucius say” is smart. And it’s especially important when dealing with difficult customers. [Read more…]
posted on February 22, 2022 by
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How to Deal With Difficult Customers and Situations
posted on September 1, 2021 by
Dealing With Difficult Customers When You Know They are Dead Wrong
How to Handle Difficult Customers When You KNOW They are Dead Wrong…
Throughout my career as a speaker, consultant, and customer service trainer, I’ve heard a multitude of war stories about challenging customer service situations.
Let’s face it. Many customers challenge and argue with us even when they are dead wrong. Some lie. Some just love to give people a hard time. Some just want to “try” you. We’ve all experienced these situations in customer service scenarios. [Read more…]
posted on May 27, 2020 by
Customer Focused Culture – A Great Example
| One of the best examples of a company with a customer-focused culture is Logitech. Employees are encouraged to consistently consider what Jan Carlzon, former President and CEO of Scandinavia Airlines (SAS) referred to “Moment’s of Truth” in his popular book. Most every executive and service manager has read it. And every customer service speaker has too, including yours truly. It is the moment when a customer interacts with a brand, product, service, or individual to form or change an impression about the company. This includes is every single step of the customer experience. Their core CX principles are right on! They are known throughout the company as the 5 E’s: · Empathy · Expectations · Effortless · Engaging · Error-free Who wouldn’t want to do business with a company that is focused on these? Each principle demonstrates to the customer that the company has their best interest in mind. Customer-Focused Culture Executive Explains As CIO, Head of Customer Experience, and Head of Workplace Services, Massimo Rapparini has stated, “Starting with an empathetic mindset puts all Logitech employees in the shoes of the customer and helps them see things from their perspective. From there, they can work to clearly set expectations, make the experience as few steps as possible, build customer relationships, and remove errors.” Makes sense! And smart. A Customer-Focused Culture Includes Choices Today’s customers want choices. Logitech offers a wide range of products including gaming headsets to enterprise technology accessories to choose from, but focusing on customers and not only their great products, has helped the company grow and prosper. Applying the “Customer Focused” philosophy, along with smart business practices, Logitech has built a successful and sustainable company – even through these tough times. They have a high level of customer loyalty and customer advocacy, but happy shareholders. I’m one of them. I would add one more though – EXCELLENCE! I have always said, “Your culture can make you or break you.” Customer Focused is where it’s at. |
posted on May 14, 2019 by
How to Build Customer Trust With Today’s Skeptical Customers
Customer trust is hard to earn these days. This is due to the fact that today’s customers are skeptical. A recent study conducted by Insights in Marketing revealed that fewer than one-third of the public believed the content in advertorial messages. [Read more…]
posted on May 3, 2019 by
Customer Service Tips
Can you use a few customer service tips? Of course, you can.
Today’s customers are better educated, more discriminating, more cost-conscious, less loyal, better informed, have more choices, and are more “service savvy” than ever! They also have very high expectations. This holds true regardless of what you sell or offer. Customers expect a frictionless and even a personalized experience.
posted on April 12, 2017 by
Customer Experience
– United Air Lines
Here’s what is so sad about what occurred with the passenger assault on United Air Lines. [Read more…]
