Category: Winning with Customers

Winning with Customers
Shaun Belding

Three Myths About Customers From Hell

 

If you’ve been in a customer service role for longer than a month, you have no doubt experienced a “Customer From Hell.” You know – the ones that can truly spoil your whole day. Here are three of the most common myths about Customers from Hell:

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Winning with Coworkers
Shaun Belding

Good Cop – Good Cop

 

It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization. Here’s an example of how it might work in a telephone conversation where you are connecting a customer to somebody in a different department:

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Winning with Customers
Shaun Belding

Customer Service and the Disney Myth

 

When companies try and reinvent themselves as a customer-centric organizations, the tier that is rarely asked to transform is the executive level. The result is like trying to plant the only the visible part of an oak tree, without including the supporting root system. There is nothing to give the tree ongoing nourishment to grow and flourish, and nothing to prevent it from blowing over at the first gust of wind.

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Winning with Customers
Shaun Belding

Customer Service Begins With You

 

Oh, sure, we can point out the customer service flaws with everyone around us, but we can become quite defensive should someone suggest that maybe it’s us who needs to change.

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customer focused organization
Winning with Customers
Shaun Belding

7 Steps for Creating a Customer-Focused Company

 

Those companies who are successful in transforming themselves into World-Class customer-focused organizations do so with a combination of solid planning, absolute commitment and patience. When you study them, you will find a common seven-step process. For those of you looking to change your culture, here it is.

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