How to handle customer feedback and avoid adverse reviews. Are you listening to customer feedback? Last week someone posted on LinkedIn a cringe-worthy letter she's been sent by the CEO of an airline following her complaint at having to wait 11 months for a refund, with no apology, no empathy and no acknowledgement.
Begin with the end in mind ~ Your Customer Experience Goals I love listening to books; I used to hate reading, so discovering Audible has introduced me to some brilliant books, which I'd probably never head read.
Customer Service Week This week is customer service week, and today is Customer Experience Day. Don't ask me why the two events ended up falling in the same week, but it's a good opportunity to raise awareness of customer service and the critical role the customer experience plays in running a successful business.
Why not do something about it (i.e. the customer journey) then! I'm just back from a walking holiday in Spain. A good hotel with great food. But so many niggling things that let it down.
Normal (Customer) Service is resumed. Is it back to business as usual this week? Whether you're drawing breath at the end of your busiest season, or just back from your well-earned summer break it's all too easy to drift back into things without much focus or purpose.
Last week I met up with a friend in my favourite local coffee shop. Being the school holidays they were busier than normal, and we both expected that, and it was fine.
Here are 38 of my favourite customer service training ideas, so you can keep your team engaged, fresh and focused on delivering a fab customer experience all summer long.
Last week I gave a short presentation at our local Institute of Directors meeting. It was only 4 minutes, but it's surprising what you can fit into that time. I spoke about pride.
Here are my before, during and after tips the giving effective feedback.
Do you remember the saying “sticks and stones may break my bones, but words will never hurt me”? Won’t they? Ask any experienced marketing copywriter and they’ll be able to tell you just how powerful words can be in creating both positive and negative emotions, and prompting people to take notice, put up barriers or take action.