The importance and value of exceptional customer experience should never be overlooked or underestimated. In addition to a quality product or a service, how you interact and treat your customers matters, a lot! In short, remove friction and respect people’s time and resources.
Walk the floor
Get out of your office and experience first-hand what your clients, customers and partners experience every day. Learn and stay up to date with what your team does and look for opportunities to recognize greatness as well as consider better ways forward.
How to work with unhappy clients
All people can and at times will become unhappy. Unfortunately, this unhappiness can frequently manifest itself across work and be left for you to deal with. Here’s what to do. Listen to what happened and what matters to them Manage the situation, contain, analyse and own any mistakes made by you or your teams Follow up with the client in …
Listen to your customers
Listen to your customers as they are among the greatest sources of information in order to continue to improve, expand and grow. On this improvement and growth process, listen to what folks are saying and engage with them across all avenues, in particular across social media. This focus on customer service and proactive approach is what distinguishes you from others. …
Customer Service: UPS vs Amazon
Customer service is essential and nonnegotiable for any business that wants to be competitive, successful and valuable. Furthermore, today more than ever, longevity and long-term client retention directly depends on the overall customer experience your business provides to their clients. Here’s is my most recent example with two major companies, UPS and Amazon. One has failed miserably while the other …
LinkedIn spam is not marketing
LinkedIn spam is something we are all familiar with and the reason for it can be summarized in the words of Gary Vaynerchuck: marketers ruin everything. While this is in no way a proper marketing approach, strategy or even a tactic it is certainly of great annoyance to most. LinkedIn spam generally beings in the following way: 1. You get …
Be honest, compete on value, not price
Honest and transparent approach will go a long way in customer acquisition and more importantly, customer retention. When it comes to your services and products it is important to be honest, sincere and transparent with respect to your strategy, cost and pricing that they may need to incur. Be honest with your clients and tell them the truth, tell them …
A taste of your own medicine
A taste of your own medicine is just what one may need at times. I say this with respect to the experience your clients go through with your services or products. Use your services, call your IT Service Desk (aka. Help Desk) and use your products in your daily life as that will clearly show you what your customers are …
Customer service: How to answer a phone
How should one answer the phone? Besides saying “hello” and being polite, it is essential to embody to quality you want your customers to experience in everything you do, even when answering calls. Once you have answered the phone, focus all of your attention on that client, don’t do other things and don’t put them on hold (unless you really …
Why you should have a University Service Desk
All of your operations begin or culminate with customer service. The point of contact, and interaction between you and your clients or customers is where the magic happens and it is one of the most important aspects of every business. With this in mind, you should create a single point of contact for all IT services and in due time …
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