A company can give customers all the deals and bargains and perqs and points in the world, but none of those will create real customer loyalty.
In today’s global village it is not uncommon to find yourself face-to-face, or on the telephone, with a customer who is struggling with your language. It can be a tremendously awkward and frustrating situation for all concerned. If you can’t find an app to help out, here are six rules for overcoming language barriers:
If you are a leader in the healthcare sector, the best time to start developing your team’s adaptive resilience was fifteen months ago. The second best time is now. If you are in any other occupation, the time is still now.
Why would a customer want to sue a nice person like you?
How has this happened? Some blame overzealous people in the legal profession. Others blame a growing culture of selfishness and a pervasive entitlement attitude. Whichever the cause, the fact remains that there are more and more customers out there prepared to sue us when things go wrong. What can we do to protect ourselves?
Customer service training is critical. Here are the rules for building a world-class customer service training program
Service recovery skills are critical. Dealing with escalations, difficult situations and demanding customers will increasingly be a requisite tool for those working in customer service.