Customer Service

The cost of bad customer service

Posted: 20th June, 2019 in Case Studies, Customer Service, Marketing Services, PR & press, Sales , Tips & Tricks, Training and mentoring

Many of us experience varying degrees of customer service on a daily basis.  It can range from being an amazing and pleasant encounter to a downright awful and rude experience.

A great experience may entail walking into a local cafe, where the person welcomes us with a beaming smile. If they know us, they may greet us by name and even remember our order. And if they don’t, they make helpful and sincere recommendations. This simple but friendly experience makes us feel good and can set us up for the day.

On the other hand, we may encounter a surly, bad mannered person who obviously doesn’t want to be there. They don’t bother look up, they mutter and chat to their colleague leaving us waiting.

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Moving from “order taker” to “order maker”

Posted: 28th May, 2019 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

As customers, we can all relate to times when we contact a company or pop into a store enquiring about a product or service.  Generally, the person answering the phone announces the company name in a friendly and professional manner. Likewise, if we are in a store the person welcomes us, each of them asking how they can help and the conversation begins.

If we know exactly what we want we tell the assistant what we need. On occasion, they may ask us a few questions to clarify further and determine the exact fit. The order is taken and the transaction completed.

However, there may be times when we are unsure about what we want, we may need more information or perhaps guidance to make the right decision. This is where the sales person moves from being the “order taker” to the “order maker”.  

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Be open to other perspectives

Posted: 25th April, 2019 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

Human nature is such, that when we witness or overhear a conversation, we instinctively make assumptions. We listen to what people said and how they behaved. So, we naturally draw our own conclusions thinking we have the information.

Yet, how often do we stop and consider there may be another perspective? That we may be missing some key facts vital to the story?  That we may have misunderstood what the person actually said?  Or there may be a reason why they behaved the way they did?

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Why it’s important to be assertive as customers

Posted: 25th March, 2019 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

Frequently, at the beginning of my “Customer Service” training workshops I ask people, if they are likely to speak up and complain when they are unhappy with a product or service?

The answers I get vary greatly ranging from an assertive “absolutely, I am a paying customer” to the person who replies “sometimes, it depends” right through to someone who is very apprehensive to say anything at all.

What concerns me most is when people are afraid to speak up. As buyers, we are spending our hard-earned cash and deserve to be treated well. So, what is it that stops people from expressing how they feel?

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A lesson in resilience - Guest blog by Paul Smith (Professional Success Ireland) Limited

Posted: 21st February, 2019 in Case Studies, Customer Service, Marketing Services, PR & press, Sales , Tips & Tricks, Training and mentoring

Despite our desire that life should be a steady upward line towards whatever our goals are, we learn soon enough that it’s far from a straight journey. Whether personally or professionally there are ups and downs along the way, some small and some large.

Resilience is the skill that we need to develop to stop ourselves falling deep into these potholes, to help lift ourselves up over the rim of these craters and continue to move forward.

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