Every year, the majority of us—some studies suggest over 90 percent—make plans for the New Year. These resolutions may include breaking old habits, going to the gym, making more money, growing our business and team, or becoming a better version of ourselves. However, the reality is very few stick to these resolutions.
When it comes to hiring employees within your business are your hiring decisions intentional, well planned, and production based, or are you simply hiring out of obligation or desperation?
The old saying is true: Customers will remember not what you said or what you did, but how you made them feel. This begins with empathy. Before you can apply empathy to your practice, it is important to understand how it differs from sympathy. These two words are often used interchangeably; however, they actually represent separate concepts.
An increasing portion of the population becoming smartphone owners, coupled with nearly every home equipped with an email account, is causing a shift in the way we communicate with our customers daily. Throwing a stamp on an envelope and sending communication is simply not going to make the cut with our customers these days.
Are you happy with the culture at your company? In March, I laid out two of the qualities that make up a great work culture. This month, I’ll cover the last three qualities: training, recognition, and communication.
Think about your business and those employed by you. Do they love their jobs? Are they proud of the company they work for? Happy employees mean happy customers, and not the other way around! If you are unsure of the culture of your company, it may be time to re-evaluate the top five qualities of businesses with GREAT culture.
We all know that the peak seasons are physically demanding. The hours are long, the days are short, and there are often too many calls to get to efficiently. We all prepare for the peak seasons, but what about the slower seasons? Are you prepared? Do you have a plan?
Last month, in part one of this two-part blog, we reviewed why building value starts with your customer service representatives (CSRs), and got into some of the how your CSRs can do so. This month we will continue with the how.
Let’s talk about true customer service skills. Are you still under the belief that simply having a smile on your face, and being nice to a customer, is all that it takes to keep your customer base satisfied and attract new customers? In today’s world, consumers expect more. Much more.
Let’s imagine a call is booked with your company, but the customer calls in to cancel. What happens next? Do your customer service representatives (CSRs) simply say, “OK, thanks”? Every successful company should have a plan for following up on lost opportunities along with missed opportunities.