Category: Customer Service

A Good Time with the Mets at Citi Field

Posted by & filed under Customer Service, Leadership & Management.
Mets Experience

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 >

       

Mark Egan: “Listen and Be In The Moment”

Posted by & filed under Customer Service, Leadership & Management, Music, Publications.
Mark Egan Header

Listening is being acutely aware of the information that we receive from not only our auditory sense, but from our internal awareness of being.

       

BuyTheCase Study: A Lost Opportunity To Turn an Angry Customer Into a Fan

Posted by & filed under Customer Service.
Angry Customer

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 >

       

Are Listening Skills a Lost Art?

Posted by & filed under Customer Service, Diversity, Leadership & Management, Music, Networking.
Lost Art of Listening

Listening skills require concentration. Focus lets the brain process the words. It is a two-part process, Hearing is only the first step.

       

Take A Hard Look At Your Customer Experience

Posted by & filed under Customer Service, Leadership & Management.
Customer Experience

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 >

       

Self-Knowledge = Better Relationships

Posted by & filed under Customer Service, Diversity, Human Resources, Leadership & Management.

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.

       

I, I, I, Me, Me, Me – Oh My, My, My!

Posted by & filed under Customer Service.
UB4I

“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 >

       

A Public Relations Nightmare

Posted by & filed under Customer Service.
Public Relations Nightmare

Canadian musician Dave Carroll suffered the loss of a valuable instrument at the hands of an airline carrier.

       

Customer Service – An Emotional Experience

Posted by & filed under Customer Service.
Customer Service - An Emotional Experience

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 >