What to Do When the Customer Is Wrong

Tweet Is the customer always right? You have probably heard (or seen) the phrase “the customer is always right.” If you’re looking at it from a customer viewpoint you probably strongly agree with that. If you’re looking at it from the business side of it you probably disagree. How do we reconcile this? Let me propose a new phrase. “The customer may not always be right, but he is still always the customer.” You see, when it gets down to customer service and customer satisfaction, whether the customer’s right or wrong has very little bearing on their satisfaction with your … Continue reading

The Power to Change Things (for Good Customer Service)

Tweet In recent posts, we have been looking at customer service and how to provide it (in a great way.) We have talked about having Attitude, having Ability and how Structure contributes to (or detracts from) a great customer service experience. Today, let’s talk about the last part of the Structure components… Employee Empowerment. (The other parts of structure were Systems, Priority, and Feedback.) You may remember that we took a brief look at Employee Empowerment in the post on Ability. In that post, I said: Sometimes the inability to help comes from structural reasons rather than personal inability. For … Continue reading

Should Customer Service Be the Top Priority?

Tweet We’ve all heard so much about good customer service. And we all like to think we deliver it. At the same time, we don’t think most other companies and people deliver good service. Is the solution to make customer service the top priority in business? Let’s explore that. In previous posts we have looked at the components of customer service — attitude, ability, and structure (Systems and Feedback, so far.) We have seen that Structure has several components. You will remember that the 4 parts in structure are: 1. Systems (that promote or prevent customer focus) 2. Feedback 3. … Continue reading

Can You Hear Me Now? Feedback and Customer Service

Tweet In previous posts (here, here, here, and here) we have looked at the components of customer service — attitude, ability, and structure (though, to be fair, we only started structure in the previous post.) Just as Ability has several components, we saw last week that Structure, also has several components. You will remember that the 4 parts in structure are: 1. Systems (that promote or prevent customer focus) 2. Feedback 3. Priorities 4. Employee empowerment In the previous post, we covered Systems and how they affect your customer service. We discovered that a poorly crafted system can really hinder … Continue reading

Is Good Service In Your System?

Tweet In recent posts we have covered how attitude and ability help determine whether or not you are providing good customer service. (Remember that customer service in not just a problem a customer has after the sale. It is also encountered in how you turn a prospect into a customer, how you treat the customer as they are buying, as well as after they have bought. Some people might not consider a prospect as a “customer” until after they have bought from you, but “how you do anything is how you do everything”. Your prospective customers will be judging your … Continue reading