It’s impressive when you find an organization that delivers a great product — and goes beyond to create memorable experiences, again and again. Every aspect of The New York Mets organization works together as a well-oiled machine to make each guest feel special and welcome, every time. Admittedly, I became a Mets fan later in … Read On >
Category: Customer Service
Listening is being acutely aware of the information that we receive from not only our auditory sense, but from our internal awareness of being.
Customer Service is all about treatment. The story that follows shows how a company can meet the needs of an angry customer, yet lose his/her business because of the customer experience. On the other hand, an organization can fail to meet a customer’s needs, yet retain loyalty and repeat sales by giving the customer respect … Read On >
Listening skills require concentration. Focus lets the brain process the words. It is a two-part process, Hearing is only the first step.
Customer Service FAILure can occur because representatives may not be well trained, the phone system may be too complicated, or the website may be having some issues. But the important question should be: Is management aware that there are any problems? When is the last time you contacted your organization’s customer service to see what … Read On >
It’s a best-practice reminder to help yourself before helping those around you. You’ll be much more useful to others, once you’re OK, right?
Address your needs first, so you can be of maximum use to others when needed. Even the FAA’s Passenger Safety Information Briefing always has people take care of their own needs first (like putting on oxygen masks, if needed), before helping those who need assistance.
“ME first! ME first!” “The most important person in the whole wide world is ME.” Improving Communications goes against Pop Culture, which has polluted thinking with these kinds of statements. We believe in UB4I. On the surface, ideas like the ones above tell people that they need to care for and value themselves and what … Read On >
Canadian musician Dave Carroll suffered the loss of a valuable instrument at the hands of an airline carrier.
It is ironic that in some Customer Service scenarios, the problem may end up NOT being solved, yet, the customer will continue to do business with the provider. In other cases, the problem may be solved, and still despite the positive outcome, the customer exits. Why is this? The answer to this question lies in how … Read On >