Customers Are People, Not Numbers – Shep Hyken

Alot of times service reps  treat customers like numbers or files to be processed, especially in situations when the customer and service rep cannot see each other. They are impersonal and treat you like an account number or file. They respond to you with a less than enthusiastic tone of voice that makes most people wonder if the company actually cares.

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Employee Engagement & Customer Satisfaction

It’s no news that Happy Employees = Happy Customers

Employees and customers are closely linked; as what one does affects the other. Rude, aggressive customers will cause misery for employees and lower morale, while disengaged and unhappy employees cannot provide a good customer experience.

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Employee Engagement & Customer Satisfaction

It’s no news that Happy Employees = Happy Customers. Employees and customers are closely linked; as what one does affects the other. Rude, aggressive customers will cause misery for employees and lower morale, while disengaged and unhappy employees cannot provide a good customer experience.

Continue reading Employee Engagement & Customer Satisfaction

Great Internal Customer Service is Profitable

Internal Customer

Customers are not just people who pay for the goods & services you offer, they also include those people whom you work with every day.

An internal Customer is any member of an Organization who relies on assistance from another individual/unit to accomplish his/her job duties.
An example; a personnel who needs the assistance of the HR department to get a vacation, is an internal Customer to the HR department.

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Drawing The Line Between Doable And Outrageous Customer Requests

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Image credit: www.aviationrepublic.com

While it is essential to go above and beyond our call of duty to provide positive and exceptional Customer experience, it important to also note that some Customer requests are not just doable.

Some customer requests can be strange and downright puzzling, if you’re unsure of whether what the Customer is asking for is legal, in-line with the company’s policy or can be done with approval from the necessary units.

Here is a breakdown of what you should know:

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Ten Important Points To Note In Customer Service

  • The Customer is your Boss:

    Never forget you’re in business to render service to Customers.  The Customer pays the bills and makes our employment possible.
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  • Be A Good Listener:

    Practice listening actively to your Customers, pay attention to what is being said, and how it’s being said (tone of voice, body language etc.), that way you can learn a lot from the Customer and be better positioned to offer assistance.

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