customer service
The Unseen Impact of Leadership on Customer Experience
An employee spilled the beans about his boss. It was startling — especially because his boss was the doctor about to perform my procedure. There I was, clad in a paper gown when the anesthesiologist entered to get things started. Curious, I asked, “What do you think of Dr. B?” He hesitated, then spilled,…
Read MoreCustomers vs. Employees in Business Success: The Distinct Paths to Happiness
In business, happiness takes on unique forms for customers and employees. Both have a big impact on an organization’s trajectory, yet the strategies to ensure their happiness are markedly different. Happy customers are the cornerstone of a thriving business. Equally indispensable are happy employees, who cultivate a positive workplace culture. This culture naturally reverberates through…
Read More5 Things You May Be Missing When Leading a Customer-Focused Team
Creating a Customer-Centric Culture within Your Team In today’s highly competitive business world, providing exceptional customer service is vital to stand out from the crowd. Customer satisfaction is the key to success, and creating a customer-centric culture within your team is crucial to achieving that goal. To help you create a team that is…
Read MoreHow to Hop Off the Emotional Roller-Coaster with Upset Customers
Imagine this is you… It’s 3 A.M. You’re lying in bed, wide awake, as your mind replays a stressful customer blow-up from the day before. Things went from bad to worse and your nerves are jangled. It’s mind-dizzying to keep calm and composed when your emotions get triggered. Ready to get off the emotional roller…
Read MoreHow to Calm Upset Customers
How do you calm upset customers? Do you know how to calm them quickly? It helps to know this: When your upset customer is having a melt-down, they aren’t really angry at you. They’re upset that their expectation wasn’t met. It isn’t personal. Though you can take personal responsibility to manage their expectations and restore…
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