training | Customer Service Solutions, Inc. - Page 13

Home  /  7 Tips to Help You Retain More Customers and More $$  /  training

Gaining the Benefits of the Greeter- 6/30/26


Most likely, we’ve all entered some establishment – a retail store, restaurant, or service center - when there is a greeter at the door.  The most famous greeter position is probably the Walmart greeter.  I often thought that my father-in-law would have been a fantastic Walmart greeter, because he Read more

Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

•••••

7 Tips to Help You Retain More Customers and More $$

Posted on October 12, 2011 in Business Advice Please leave a comment

Since the road to financial prosperity for any business is paved with your customer’s dollars, the question is how do you gain more dollars?

The best way to have those prosperity-paving dollars tomorrow is to retain today’s customers. So here are 7 quick tips to retain and grow your business with existing customers:

1) When you make the sale, ask the customer why they bought from you. This allows them to tell you why they’re a customer, and probably why they’d buy again.

2) At least annually, ask the customer why they would continue to buy from you, or ask why they’d leave. This will tell you their retention drivers.

3) Act on the answers to the first two questions.

4) State to your customers what they can expect in terms of their experience with you. Clearly say “you’ll get this…in this timeframe…in this way…from these people…at this level of quality, etc.” Stating expectations for the customer ensures you have a better chance of meeting those expectations.

5) Become great at delivering a reality (with your people, processes, and services) that meet or exceed those expectations.

6) Thank the customer…repeatedly. When they enter your store, when they complete the purchase, and in follow-up communications after the sale. Customers want to feel appreciated.

7) Have specific methods of dealing with customer issues when they arise, and train staff on how to handle the irate customer and apply those methods when a customer is upset. As we’ve said before, when there’s a complaint, speed of resolution is a top priority.

Want to retain more customers and their money? Become great in these 7 facets of customer service.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


Your Name Matters in Customer Loyalty

Posted on September 14, 2011 in Business Advice Please leave a comment

Results of a recent Zogby463 poll of bank customers showed that “69 percent of respondents said that their customer loyalty is positively affected by tellers recognizing them by name when they walked into a bank.” The poll appears to have been commissioned by a video intelligence company that is trying to sell their technology to help staff identify customers’ names.

While I won’t talk about the technology itself, let’s talk about the finding itself. Over 2/3rd of customers say that their relationship with a bank is positively impacted by their merely being recognized and called by name. WOW! That’s a huge percentage for such a small and easy aspect of the customer experience.

Remember the television show Cheers? The theme song said “You want to go where everyone knows…your name.”

There’s a great truth in that, and that truth has a financial impact.

Many employees are taught to say “Yes, Sir” or “Thank You, Ma’am.” Staff are taught to introduce themselves by providing their name. But how many staff are taught to ask the customer’s name and to use the customer’s name? How many work to remember the customer’s name on their next visit to the store?

Your name matters. By asking your name, using your name, and remembering your name, the employee is conveying that YOU MATTER.

Make sure your company and staff are intentional about learning, using, and remembering your customer’s name. Don’t just assume it’s happening.

Listen to our latest episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


Construct Great Customer Service

Posted on August 24, 2011 in Business Advice, World of Customer Service Please leave a comment

You wouldn’t normally look for customer service articles in a construction magazine, but that’s exactly what we found in ConstructionWeekOnline.com. The article talks about two companies which are revamping their customer service training – for technical staff. This is training targeting engineers, automotive/trucking fleet service technicians, and other staff working on automobiles.

The companies realize that technical training on a trade only addresses part of the employee’s job. If the employee has to interact with customers, they need to have training on how to effectively communicate and serve as well.

This training is done for two reasons according to execs – raise standards and improve customer retention.

So this is an automotive/trucking company investing in training for engineers and mechanics to improve communications, satisfaction, performance, and customer retention. So it’s being done for the dollars, which is absolutely fine.

Training on customer service techniques should not be done out of some feeling of altruism. It should be done because it impacts the customer’s opinions, buying patterns, and referral patterns. In other words, it impacts a company’s bottom line.

The next time you think about how to improve the bottom line, ask yourself “How can I make ALL my staff more effective in front of the customer?”

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


« Previous   1 2 ... 9 10 11 12 13 14 15 16 17 18 ... 27 28   Next »