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?
You’ve done all you can. You’ve bent over backwards to try and satisfy this customer – but to no avail. He (she) is a customer who is never happy, and seems to find something wrong with everything you and your company do.
Customer service training is critical. Here are the rules for building a world-class customer service training program
Dealing With Ungrateful Customers Some people are never happy Occasionally you can encounter customers who
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.
The next step to service recovery is ensuring that we actually understand and appreciate customers’ issues. It sounds simple, but there are four rules we need to follow to do this correctly.
Have you ever had a customer who just doesn’t quite seem to trust you? They listen to you with raised eyebrow, and don’t take what you say at face value. They look for hidden agendas, and always looks for the “catch.”
4 Rules For Setting Customer Expectations What do these three statements have in common? “This
8 Must-Haves For a Successful Customer Service Training Program Customer service has become the dominant
