Common Sense That Isn’t Always So Common (A Lesson from “The Cult of the Customer”)
For years I’ve been preaching that a lot of customer service is common sense that, unfortunately, isn’t so common. It is the great companies that consistently deliver an experience that meets, if not exceeds, expectations. And, much of this experience is common sense.
Content: Article | Author: Shep Hyken | Source: CEO Refresher | Subjects: Customer Related, Management, Marketing / Sales
Customer Service Strategy: Ten Questions to Ask When Something Fails
The cliché goes: “We can learn from our mistakes.” And it is true, especially as it applies to customer service. No matter how good we are, nobody can be perfect, although it is a lofty goal. At anytime there can be issues, problems and complaints. I call these negative customer service issues Moments of Misery™. Whenever something goes wrong, this is the opportunity for your … [ Read more ]
Content: Article | Author: Shep Hyken | Subject: Customer Related