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Diffuse An Exploding Client With Customer Service Excellence

Customer Service Recovery

When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready to explode, use these five proven steps to sanity and let customer service excellence prevail. Step One: Let them blow off steam! No one is rational when they have pent up anger and emotion. Let

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20/06/2014/by andrei
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Forgetting Customer Service Skills Puts High Loyalty At Risk

Customer Service Recovery

I am a loyal customer. My suppliers help me build my business and enjoy my busy life. I recommend them enthusiastically to others, buy from them repeatedly and rarely challenge them on price. But there comes a point… Every month I ship packages to customers around the world. My courier company had a “bonus program”

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20/06/2014/by andrei
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Accident Reactions Say A Lot About Customer Service Quality

Customer Service Recovery

Imagine you are the manager of a fast-food service restaurant. A mother comes in for lunch with her young son. Half way through the meal the child knocks his drink on the floor creating a big mess! What’s the first thing your well-trained crew members should do? Clean the floor? Replace the drink? Not if

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20/06/2014/by andrei
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Settling The ‘Case’ To Improve Customer Experience

Customer Service Recovery

I wrestled with a computer manufacturer about a technical issue that required a simple solution. During the process, I made suggestions on how the company could improve customer experience and its procedures. Time dragged on and messages accumulated back and forth. After several weeks, I was eager to get the whole thing over and done.

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20/06/2014/by andrei
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Turn Provocation Into Pleasure To Improve Customer Experience

Customer Service Recovery

I appreciate it when people disagree with me. It shows they are thinking hard and often opens the door to new insights and learning on both sides. Sometimes, though, the other person puts a sting into his message – a touch of caustic comment to perturb, provoke and discomfort. I used to hit back at

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20/06/2014/by andrei
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As Much As Possible, Forgive Them And Let Customer Service Skills Shine

Customer Service Recovery

A busy restaurant manager attended my seminar on creating “customer delight.” Soon after, she wrote to me directly, asking this most appropriate question about how to use good customer service skills in a bad situation: Hello Ron, I received a complaint from a customer about certain issues in our restaurant. After checking with the parties

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20/06/2014/by andrei
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Customer Service Training Should Cover Handling Customer Abuse

Customer Service Recovery

Have you ever seen a customer who curses and screams, threatens, bangs the counter and throws things about? I have, and it’s not a pretty sight. An upset customer is understandable. An abusive customer is unacceptable. Your customer service training should cover this eventuality. If you encounter an irate customer who threatens, insults or barks

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20/06/2014/by andrei
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Don’t Be A Softie…Squeak To Help Enact A Customer Service Improvement!

Customer Service Recovery

I advocate living in an appreciative manner. It spreads goodwill and attracts good service. But wait! I’m not suggesting you simply float in a cloud of good feelings hoping that everyone serves you well. Sometimes you get bad service. And when that happens to you, squeak! Why? Because the old saying is true: the squeaky

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20/06/2014/by andrei
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Managing Complaints To Improve Customer Satisfaction

Customer Service Recovery

Managing customer complaints is a vital, internal process influencing customer perceptions and the attitudes of your staff. Pay attention to complaints and you can improve customer satisfaction for the better. Is your “complaint management system” up-to-date? Use this checklist to review your current approach and, if needed, make it better to improve customer satisfaction. 1.

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20/06/2014/by andrei
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Pain-In-The-Necks Challenge You To Measure Customer Value

Customer Service Recovery

Everyone has customers who complain. Complaining customers tell you what you’ve done wrong and how you can improve. If you measure customer value and decide to work to keep them happy, they will keep you in business. That’s normal, but there are times when you measure customer value and see a need to part ways.

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20/06/2014/by andrei
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Recommended Posts

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  • Chat with Service intellect: Andreea Stanescu, Vice-President Service Delivery, EMEA, Stefanini 18/10/2017
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What We Do

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  • Strategic Service Improvement

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  • interviu cu Nina Bratfalean pentru chat with service intellect. directorul de marketingChat with Service intellect: Nina Brătfălean, Director de marketing, BMW Group România31/10/2017 - 13:28
  • Chat with Service intellect: Andreea Stanescu, Vice-President Service Delivery, EMEA, StefaniniChat with Service intellect: Andreea Stanescu, Vice-President Service Delivery, EMEA, Stefanini18/10/2017 - 15:44
  • Ce alegi între satisfacția sau loialitatea clientului?Ce alegi între satisfacția sau loialitatea clientului?09/10/2017 - 11:50
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