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liztahir writes "Recently, I walked over to my bank for what I hoped would be a quick transaction, and felt I was in luck as one of the five tellers had only one person in her line, while the others all had two or three. So I headed for that teller. Big mistake. The customer being helped obviously had some sort of problem, and the teller moved back and forth taking care of it. And of course, I was afraid to change lines, for fear of getting in an even slower one. As I have so many times before, I wondered why this bank doesn’t have the more customer-friendly system of “next available teller” queuing. This time I decided to seek out the manager. I was not surprised to hear he was busy, and could I wait? Another waste of my time. When I did give him my suggestion, he listened, then started explaining why this system would not work in this bank. “Not enough space.” (Ridiculous, since the weaving of horizontal queuing takes little space.) “We don’t want to be like a fast food operation.” (Why not, if “fast” is the result; isn’t “fast” good?) I decided the bank manager, like so many other managements, just doesn’t get it."
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Customer Service
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Being Present is a Gift to All: The Real Meaning of Real Time
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harrison writes "They say wherever you go, there you are. Yet how present are you at any given time and place you find yourself? Many professionals appear in body but little else. Don't get marked as missing in action. "
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Customer Service
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hunter writes "At one time or another, we have all encountered an employee who would clearly rather be anywhere than at the store serving customers. It's unfortunate because there are few professions where a person has a chance to make a bigger impression on someone than in retail."
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Customer Service
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hunter writes "Many sales are lost because of "sales." To be successful in this profession requires listening to the customer. Unfortunately as salespeople, we often hear so many different things that we feel the need to provide solutions for all of their problems. When this happens, sales professionals can overwhelm the customer, causing them to become confused, and, ultimately, losing any sale. "
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Customer Service
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Einstein on Customer Service: E2=MC2
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harrison writes "You don't have to be Einstein to realize that, relatively speaking, you must manage your customer expectations for optimal success.
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Customer Service
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Free for the Giving: The best things in service situations are often free
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harrison writes "You may think customer service requires a huge capital outlay: expensive training, high-falutin' CRM software, and thousands of dollar in expenditures Nonsense! The most important parts of customer service are free."
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Customer Service
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Getting Rid of the Rulebook
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liztahir writes "One recent morning, at 10:35, I walked into a local McDonald’s and ordered a sausage biscuit. The counter person turned around to look up at the clock. Then she said to me: “Breakfast ends at 10:30.” A little surprised, I told her that it was only a few minutes after that time and couldn’t she sell me a biscuit? She just stood there and repeated “We don’t serve breakfast after 10:30.”
What logic is there to selling a biscuit at 10:29 a.m. and deliberately not selling that item six minutes later, simply because that is the “rule”? What does McDonald’s do with left over sausage biscuits? Wouldn’t it be more profitable to sell them? Or is there some sort of sausage biscuit heaven in the sky they all must go to when the clock strikes 10:30?"
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Customer Service
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Magic Words: What Words are Music to the Ears of Your Customers?
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harrison writes "Let's face it, some words have magical powers. Just as "Open Sesame" magically opens the door to a new world, so too can other words and phrases have similar effects on your customers and clients. This month we look at the power of words to create trust, allegiance and commitment in our customers and clients."
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Customer Service
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Asking the Right Questions
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liztahir writes "Curt and Justin were lifelong fishing buddies. Now, in their retirement, they had together taken up the art of do-it-yourself home-improvers. Curt decided to tackle wallpapering his living room. When he finished the job, he proudly called his friend over to see his handiwork. Justin was very impressed. In fact, he liked it so much, he asked his buddy if he would mind if he got the same wallpaper for his living room. Their homes were practically identical in size and layout. Curt thought that was a great idea. So Justin asked him how many rolls of wallpaper he bought for the job. Seven was the reply."
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Customer Service
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Turning Customer Service Inside Out!
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harrison writes "While companies focus thousands of dollars on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on overall customer satisfaction. It all starts within your organization! Sooner or later the ripple effect reaches your external customers. To really walk your service talk, your commitment to internal customer service must match your company's external focus on customer care."
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Customer Service
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: Unit of 1 Article Archive : Amazon eStore
