Tag: Customer retention

Dec 10, 2012

Admin

A key ingredient to success in the customer service industry is enthusiasm. This component is crucial to both gaining and retaining customers. Whether you’re on the phone, face to face, emailing or web chatting, your level of enthusiasm is apparent to your customer. Have you ever noticed how most customers will mimic your actions? If […]

Dec 10, 2012

Admin

I remember this conversation like it was yesterday. After advising a customer that I would be handling her insurance claim, she stated that she was advised that her policy did not allow for the usage of a rental vehicle. “I have full coverage which means I should be put in a rental car while my […]

Dec 10, 2012

Admin

Metrics are important in any business setting. There’s another old business adage that states “What gets measured gets done.” While I believe this to be true, there are two issues that I feel are important when discussing performance measurement. 1. Determining What To Measure 2. Properly Establishing the Metric. Defining these two items is critical […]

Nov 09, 2012

Admin

Here in Houston, Tx, I award my “Now That’s Customer Service!” Award to individuals or companies that provide great customer service. I rate such things as a time to acknowledge a customer’s presence, demeanor during the service interaction, interaction consistency (if I am a repeat customer), product/service knowledge, exhibited the ability to address customer concerns, […]