There is a bad customer service habit that bothers me like no other, THE SILENT STARE. The reason it disturbs me is that it is not accidental, or unconscious, but intentional. I have never understood why someone would choose this behavior, especially with a customer. Today I had the opportunity to find out. There she.. read more →
I was at a small, neighborhood establishment the other day when over the loudspeaker came a piercingly loud, irritated and openly snotty announcement. “Store manager to the loading dock, we have a PROBLEM.’ Clearly this employee didn’t stop to think about how her page would sound to customers. The service professional in me shuddered a.. read more →
Have you ever noticed that some people can tell you something you don’t want to hear and it’s ok? In fact, you’re fine with it. While the same news from someone else just puts you off, they just seem to rub you the wrong way and you feel a bit peeved by their attitude. It’s.. read more →
Want to attract more customers? Improve your approachability and they’ll be drawn to you. Above all be your original self. You can spot a phony a mile away. So can others. Being genuine helps you to shine. Stop multitasking and be present with your customers. PUT YOUR PHONE AWAY when you are with another.. read more →
Most people perceive themselves to be approachable on the job. But how do others perceive you? Here’s a little self-assessment to help determine where you stand. Next week we’ll chat about ways to let your inner-self shine and become more easily available to others while staying true to yourself. Like it or not, most people.. read more →
Have you ever noticed that when you’re in a bad mood at work, the day seems to just refuse to go your way? It’s not a coincidence; your mood directly affects the way customers react to you every day. But, you can’t help it if you’re in a bad mood right? Actually, you can. And.. read more →
This weekend I visited a well-known department store that in the past has been recognized for exceptional customer service. However in the last several years said store has changed hands – with varying degrees of success. Their advertising department still talks a good game when it comes to taking care of their customers, but in.. read more →
Are you struggling to keep your New Year’s resolution? It’s not surprising; most people start to lack motivation a few weeks into trying to form new habits. We start to make excuses in order to justify giving up on the goals we had such enthusiasm for such a short time ago. Do any of these.. read more →
Perhaps you’ve already had a long workday, or even just an average one, and then in walks a customer who’s clearly having a bad day. They’re in serious danger of losing it and the strain is showing in their face. This really isn’t what you need right now. So what do you do? Say “I.. read more →
For New Year’s do you always make the same resolutions? You’re going to lose 10 pounds, win the lottery and finally get organized for good. You start out strong, but then….So exactly what does this have to do with customer service? We at CustomerSkills are challenging YOU to resolve to make a positive, lasting change in your customer.. read more →