This is the sixth post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the fifth post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the fourth post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the third post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the second post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the first post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large tour group just arrived at your hotel or restaurant, or you’re short-staffed due to job vacancies, call-offs, or lean scheduling, and a line is forming… In
Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has systemic, unresolved issues, problems and misunderstandings are exceptions. By definition, exceptions do not conform to the general rule. This makes them infrequent. That’s why
From time to time, seminar participants ask me, “What’s the best way to deal with difficult customers?” My standard answer is: “They’re only difficult if you’ve labeled them that way.” I prefer the adjective “discerning” in place of “difficult.” Consider the definitions of each: Discerning: noting differences or distinctions; exhibiting
The Revelation Conversation is Here!
