Posts Tagged ‘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 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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