It is easy to provide great customer service to clients who have a great personality. However, not every experience is a positive one. People act differently when emotions are running high and expectations or demands are not being met (no matter how unreasonable they might be). Still, the customer is the reason why businesses exist. […]
The purpose of every business and organization is to get and keep clients. That is why caring for clients is no longer a plus. It is critical in order to survive and thrive. But in an age when clients are less loyal and switch providers fast, the popular “extra mile service” is no longer enough. When […]
Are you developing a customer-centric team? Friendly, proactive, energetic customer contact personnel who use the magic of the personal touch. It’s what customers not just expect but in this day of mediocre service, it’s what customers dream of. Enlightened organizations know that the most important activities to focus on are these moments of truth – […]
68% of customers quit because of the attitude of indifference of some employees. Smile training doesn’t work. After all, a smile is only executed by the mouth, but it starts in the heart. Service excellence, before it is translated into behavior, stems primarily from a belief. People will not simply do what they are told. […]
“Emotional Intelligence based capabilities are twice as important for star performance as IQ and technical skills combined.” Emotional Intelligence Daniel Goleman Customers impatiently waiting… phones ringing off the hook…angry customers shouting… Amidst all this, you’ve still got to give excellent service. It requires a different competence – an emotional competence. Remaining calm and productive in […]
Today’s business environment of cutthroat competition has led to a more evolved customer profile. So much so that satisfying customers does not guarantee their loyalty. A provider and its people must deliver unique and unforgettable service to retain the customers they acquire. Skilled front-liners are expected to go the extra mile and make each point […]
Shifting markets. Changing technologies. Demands for improved quality and service. New and aggressive competitors. The traditional battlefields of product and price are no longer the only venues for winning. They are no longer the only factors which differentiate a product or service from the rest of the market – no longer the customer’s sole consideration […]
With all the hoopla on branding and customer loyalty, it is easy to lose sight of the basics… even with the onset of email technology, the telephone is still one of the most common mediums of communication – and yet remains an undervalued means of projecting a consistently excellent company image. Yes, the big picture […]
Administrative professionals play a critical role. They support managers, executives, and the organization. The support they provide is vital to the organization’s ability to achieve its objectives. Given their vital role, their work is no longer just “clerical” nor “administrative.” On top of their present skill set, today’s administrative professionals must be equipped with leadership […]