Avoid These Blunders During Customer Engagement
Sometimes it makes no difference how good your product is or how strong your staff is, customers always remember their communications with your company.
Guitarist Steve Morse on Listening
Listening Is a Lot of Detective Work Steve Morse is a guitarist best known as the founder of the Dixie Dregs; and since 1994, the guitar player of Deep Purple. He was briefly a member of Kansas in the mid 1980s. Morse’s career has encompassed rock, country, funk, jazz, classical, and fusion of these musical genres. The […]
Acknowledge – an Important Customer Service Principle
Many times, problem-solving interactions in businesses are moved directly to “the fix.” For some people, that is fine. After all, the customer approached the company to get a solution.
Good Customer Service = Good Information
Effective Customer Service means giving people good information so that they know what to do to navigate well in your place of business.
Happy Thanksgiving! (Gratitude)
Gratitude, Defined This week’s reminder comes from the Merriam-Webster Online Dictionary. It’s the definition of “Gratitude.” How you look at the world will affect the amount of thankfulness you have. Take a look at this definition and remember what you’re grateful for in your life. gratitude noun grat·i·tude \ˈgra-tə-ˌtüd, -ˌtyüd\ Definition: a […]
A Good Time with the Mets at Citi Field
It’s impressive when you find an organization that delivers a great product — and goes beyond to create memorable experiences, again and again. Every aspect of The New York Mets organization works together as a well-oiled machine to make each guest feel special and welcome, every time. Admittedly, I became a Mets fan later in […]
Mark Egan: “Listen and Be In The Moment”
Listening is being acutely aware of the information that we receive from not only our auditory sense, but from our internal awareness of being.
BuyTheCase Study: A Lost Opportunity To Turn an Angry Customer Into a Fan
Customer Service is all about treatment. The story that follows shows how a company can meet the needs of an angry customer, yet lose his/her business because of the customer experience. On the other hand, an organization can fail to meet a customer’s needs, yet retain loyalty and repeat sales by giving the customer respect […]
Are Listening Skills a Lost Art?
Listening skills require concentration. Focus lets the brain process the words. It is a two-part process, Hearing is only the first step.