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Companies and Customers – understanding each other
“If you understand everything, you must be misinformed” – Japanese Proverb In the rapidly changing market environment it is never possible to know everything about customers since what is known today becomes obsolete the next. Companies and Customers understanding each other, is about companies constantly monitoring the customers words, their behavior and needs. When companies…
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Aligning Customer Service with Organizational Goals
Businesses have goals and the main being keeping customers happy throughout their journey with the company. Since the customer service is all about them, it would make sense that companies align customer service with organizational goals to get a well-rounded and sustainable business. Starting from the top level to the most basic level in the…
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Dispel Active Listening Misconceptions
“The most basic and powerful way to connect to another person is to listen. Just listen. Perhaps the most important thing we ever give each other is our attention”.- Rachel Naomi Remen Each of us is listening or pretending to listen daily in different situations and with different people. Sometimes the pretence is discovered and…
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Effects of Demographics on customer service
Companies must take in to account the demographic factors / environment and identify for themselves markets they would like to target to promote and sell a particular service and or product. The focus is on the kind of people in that market that would most likely need and use the product being promoted. This marketing…
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Have a Customer Service Week
“We shall serve for the joy of serving; prosperity shall flow to us and through us in unending streams of plenty”. – Charles Fillmore The sentiment echoed by this quote truly embodies what happens to businesses that truly appreciate their customers. The truth is, whether businesses acknowledge it or not, that they will prosper or…
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Why are you keeping your customers waiting?
“How much of human life is lost in waiting?” – Ralph Waldo Emerson We all know and have experienced the ‘pain’ of waiting. No one likes it and takes up a lot of time. In the realm of customer service it is probably one of the worst kinds of service to make your customers wait.…
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Why companies need Customer Feedback Surveys
“There is a big difference between a satisfied customer and a loyal customer” – Shep Hyken Companies exist because there are customers. It is the customer’s word that can make or break a business and decide whether they are in existence or not. It is not an easy ‘business’ keeping customers happy or even acceptably…
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Nonverbal Communication in Customer Dealings
Photo by fauxels ”The most important thing in communication is hearing what isn’t said” – Peter F. Drucker Nonverbal communication is a highly interesting realm, apart from being extremely important. It plays a vital role in the workplace and particularly when the job involves dealing with external customers. When a customer service agent is interacting with…
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Manage Diversity through Customer Service
“Diversity in the world is a basic characteristic of human society, and also the key condition for a lively and dynamic world as we see today.”- Jinato Hu The world we live in is geographically large but is shrinking! Owing to the rapidly changing technologically advancements, a decision to buy is no longer governed by…
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Creating a Customer Service Culture
“The right measure is not how many customers you’ve got, but how closely you hold them”. – Ron Kauffman In the current competitive market scenario, organizations cannot afford to be anything but customer focused. Some organizations are still lagging behind and there are some that do not appreciate the how vital their employees are in…
