How to Deliver Excellent Customer Service: 4 Considerations for Success

Imagine a world without customer service. You wake up in the middle of the night because it’s cold in your house. There’s no heat coming from the furnace. You grab your cell phone to call the energy company, but the tower that services your area is inactive. Both companies have cut power to save money. There is no one to which you can call and complain. Let’s say you go to the grocery store, grab a cart, and start walking down the aisles. You find that some of the shelves have food but some don’t. After searching for help, you finally come across a store employee who is sitting on a bench, having a smoke. You ask, “Can you help me?” The person responds by asking, “What makes you so special?”

On your way home, you stop to get gas. It’s a self-help station, of course. As your tank approaches full capacity, the pump malfunctions and gas begins to spill all over the ground. You run into the station for help, but the store clerk irately […]

By |October 2nd, 2013|Comments Off on How to Deliver Excellent Customer Service: 4 Considerations for Success

How to Impress Your Boss: 11 Action Steps to Become a Superstar Employee – Part 3

Superstar employees breakthrough and perform better than others. Why? We’ve covered five of eleven action steps in part  1 and 2 of this series on how to impress your boss, and dramatically enhance your work performance. This is the final article in the series. The six powerful action steps discussed here will help you win at work, and gain more job satisfaction and career success. Read them, apply them and be consistent. You will find that you begin to stand out and rise above the crowd.

1. Dress professionally.
The adage, “Dress for the job you want, not the job you have” is a good rule of thumb. Wear the types of things that the employees two or three steps up the ladder from you are wearing. If that isn’t appropriate for some reason, make sure whatever you choose to wear is clean, neat, and that it does not draw negative attention in any way. Your appearance speaks to your desire and capability to take on bigger responsibility for your job. Think bigger, look the part and […]

By |September 4th, 2013|Comments Off on How to Impress Your Boss: 11 Action Steps to Become a Superstar Employee – Part 3

How to Impress Your Boss: 11 Action Steps to Become a Superstar Employee – Part 2

Every person has a superstar within them waiting to emerge, as Sly and the Family Stone said in a song, “Everybody is a star.” This is part 2 of three articles.  Here we will discuss the first five actions steps and characteristics that will move you to the top of the heap as an employee. Do you want to ramp up your career and move ahead? Read on!

7. Give eight for eight or ten for ten. Handle the tasks no one else likes to do and do them well.
The first step is to learn how to do your job and do it well. Carry your weight. If you carry a little more than what’s yours to carry, so much the better. After all, your first responsibility is to earn the money that you’re being paid. Some of our early employers called it, “eight for eight or ten for ten.” It was a basic recognition and acceptance of a fundamental employment contract. You agree to pay me in exchange for doing work for you. We define […]

By |September 4th, 2013|Comments Off on How to Impress Your Boss: 11 Action Steps to Become a Superstar Employee – Part 2

How to Impress Your Boss: 11 Action Steps to Become a Superstar Employee – Part 1

Let’s be frank, the phrase “how to impress your boss” may sound self-serving,  and it is. However, beyond that, it’s also about creating value and being seen  as valuable. The goal is to rely solely on yourself for your promote-ability and  marketability, not your boss or anyone else. It is rooted in the recognition  that for every one of us there is someone out there who has an impact on our  ability to influence, grow, develop and move up in an organization. While also  developing a customer base that generates growth, stability and potentially,  wealth. Because of this, gaining and maintaining trust, credibility and respect  in your job is essential to your professional well-being. That’s what being a  superstar employee is all about.  (This is part 1 of a three article series.)

Studies have shown that employee engagement and loyalty scores are nearly at  all time lows. For the past few years, primarily because of recession-induced  high unemployment rates, most people have felt just lucky to have a job. Because  of this, employees have been willing […]

By |September 4th, 2013|Comments Off on How to Impress Your Boss: 11 Action Steps to Become a Superstar Employee – Part 1

How to Deal with a Difficult Customer: Part 2

How do you identify the root of a difficult customer’s problem? Who knows for sure? Your job isn’t to be a psychologist that psycho analyzes every irate customer, nor is it the job of your manager. Through reviewing over 100 companies, 200,000 managers and 1 million employees worldwide, 10 characteristics of difficult customers have been identified.

Difficult customers often:
1. Enjoy making situations toxic
2. Are mean, nasty and rude
3. Have caustic personalities
4. Are demanding and confrontational
5. Don’t recognize or see themselves as a problem
6. Are difficult because of underlying issues, personality disorders or learned behaviors and motivations
7. Are always difficult
8. Are difficult based on circumstances
9. Are honest
10. Can be our neighbors, friends and family

Your job, though, is to take care of the customer regardless of your job. With this in mind, always remember the adage, “You can’t change other people, YOU can only choose and change how you respond to them.” This is the essence of the customer service edict we discussed in part 1 of this article: You Earn Customer Loyalty One Customer at a Time. […]

By |August 19th, 2013|Comments Off on How to Deal with a Difficult Customer: Part 2

How to Deal with a Difficult Customer: Part 1

Some customers are more challenging than others. Employees most often ask these three interrelated questions about handling difficult customers:

Issues that arise when dealing with difficult customers often stem from how companies fundamentally treat the concept of customer service. Many have the following 2 Rules of Customer Service etched in a plaque on their walls and make it the primary tenet of their customer service philosophy.

Rule #1: The Customer is Always Right
Rule #2: If the Customer is Wrong Re-read Rule #1

Customer service is a top priority for all companies. Without it, sales and profits erode quickly. However, these rules, though having the best intentions, present a few key issues. First, customers are wrong sometimes. Some customers try to cheat you; they lie, can be rude, mean, irate and use nasty colorful words to describe their feelings. Many times these feelings have nothing to do with your service or product and have more to do with their poor behavior and philosophy of life. Customers taking advantage of companies isn’t a new concept. In the […]

By |August 19th, 2013|Comments Off on How to Deal with a Difficult Customer: Part 1

5 Customer Service Phrases to Avoid: Turning Moments of Misery Into Positive Moments of Truth for Customers

A moment of truth is anything you do that affects the customer’s perception of you or your company. Sometimes the most costly business mistakes can happen in only a few seconds upon making a customer contact. How you handle these moments of truth will often determine your success in helping a customer. Here are five moments of misery phrases that create dissatisfaction for customers, and how to make them positive if not magic moments.

Misery Phrase #1: “I don’t know.”
There is no need to ever utter these words. If you don’t know, find out. Usually there isn’t a thing you can’t find out, outside of sensitive and financial information. Instead, create positive moment by saying, “ That’s a good question. Let me check and find out.”

Misery Phrase #2: “We can’t do that.”
This one guarantees to get your customer’s upset and dissatisfied. You are supposed to help. After all they are paying the bill. Instead respond by replying, “Boy, that’s a tough one. Let’s see what we can do.” Then, find or brainstorm an alternative solution. You […]

By |July 22nd, 2013|1 Comment

The Customer Service Challenge: Beginnings Are Prophetic

Everyone is a customer service provider: CEO, IT programmer, production supervisor, HR specialist, waitress, fast food clerk, cook, lawyer, engineer, airline attendant, hotel clerk, bus driver, pastor, cashier, receptionist, sales rep, district manager, parking lot attendant, bartender, government employee, factory worker,  new employee, veteran employee and so on. This is the marketplace’s golden rule-no exceptions!  As soon as a company or organization begins to think they are an exception, customer service suffers. As soon as an employee believes he or she isn’t into customer service, the customer suffers.  Your understanding of what this means begins in your perception of your job. This is a customer service challenge for all a company’s employees.  You become your own prophetic voice in how well you or your co-workers will help customers. Your prophecy predicts your fate and that of your company.

Imagine a world without customer service. You wake up in the middle of the night because it’s cold in your house. There is no heat. You grab you cell phone to call the energy company and the phone […]

By |July 14th, 2013|1 Comment