don't leave a legacy, live a legacy
The idea and topic of leaving a legacy is one that I have heard many times throughout my life. People might ask, “So what do you want your legacy to be?”, or “What legacy do you want to leave behind?”. Lately I have given the topic some serious thought, and during a conversation with a […]
During my years as Marketing Manager at a Four Seasons Resort in Western Pennsylvania’s Laurel Highlands of the Allegheny Mountains, I also handled all customer service issues beyond the ability of the front desk staff and management. At the time, this was done more out of staffing necessity, as I shared an office with the […]
There are many lists of things to do to create a great experience for your customers, and depending on who you ask, their own personal opinions will differ. Of course, there are the tried and true tips of being courteous, always smiling, show your customers you care, etc., but there will always be some things […]
Scripts are an important part of customer service in any industry, and the need for scripts is apparent. Many companies have policies for taking customer complaints, and some industries have specific guidelines for dealing with issues. Customer service professionals need to know what they can say, what questions to ask, and how to work through an […]
When dealing with customers, there is one thing that is so important to remember, yet so easy to forget. Customers typically do not act or react based on you as a person, rather the reaction is based on you as the solution to their issues. When a customer is not satisfied, or has a complaint, […]
No matter how great of an organization you run, the truth is, there will always be complaints. Not every customer will be satisfied, and not every customer will be easy to satisfy. The key is to make sure everything that could possibly be done in order to satisfy a customer has been done before he […]
When dealing with a difficult customer, often times there is not much that can be done to resolve an issue presented to you, until you are able to successfully determine the root cause. It is not uncommon for a customer to present an issue to you, but withhold the most important piece of information, which […]
When dealing with customers, many companies look at customer service as an outside set of tasks. A customer walks in, or calls from outside the organization, and an employee handles the customers transaction. With this view point of customer service, the outcome of the interaction with the customer is based on the interaction between the […]
There are four words that we have all heard someone within an organization say to us, and we might have even said them ourselves, but these four words will instantly tarnish the customer experience. If someone requests something of you, but it is not something that you can handle, a common response is “That’s Not […]
Customer Service is one of the most important aspects of running a business, and sometimes might appear to be a simple task. Some might think it is simply answering a phone in a call center, giving an answer, often by a scripted message, and move on to the next phone call. For a company to […]