Tips for Providing Quality Service Recovery

I went on a flight last week and you wouldn't believe the service recovery I recieved from my airlines. 

If You Can’t Say Something Nice About Customer Service…COMPLAIN!

Fewer than half of unhappy customers will bring a complaint to your attention. Those who never say anything will tell an average of 11 or more people about their bad experience. It is important that we recognize complaints as opportunities!

The Power of Speed, Price and Convenience

With service leaders everything is built around the customer experience. Top management has made it part of their company mission to have policies that take care of the customer. They know customers who are well taken care of come back and buy more. They know that customers that are given the best service/experience create word of mouth advertising.

There are a few firms understand the need for SPEED. Not many but, a few.  It starts with the web site and the call center. Ask yourself…Do you want customers 24/7?   Do you want to be known as the easiest firm to do business with?


Customer Service with Passion and Principles

In 1979, long before customer service came into vogue, I designed the world’s first customer service training program. I felt that if organizations would make their customers feel special, wanted, and appreciated, they would have loyal customers.  The way to do that was by giving front line employees the needed tools to deliver great service and to create impressions that form an organization’s reputation.

I have a concise and practical list of six essential customer service principles for awesome service. These "Personal Steps of Excellence" would go well in a frame on your office wall and those of your general managers.

7 Key Drivers for Great Customer Service

Most organizations in the world believe they deliver awesome service. To reinforce this, firms spend most of their money on surveys. With every transaction they want a survey. The NPS score is critical for so many firms. They tend to be everywhere and customers are bombarded with e-mail or online survey offers from companies who want to know their opinons about their products, services, etc.  The problem is most customers think customer service is lousy. Most people would have trouble identifying 5 firms that deliver exceptional service.


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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?


Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?