Monthly Archives: April 2016

Communicate with Consideration

Proper communication is essential to successful customer service.  Unfortunately, sometimes our attempts to communicate appropriately with customers yield unintended consequences.  For example, certain words and/or phrases may seem ideal for use with customer interactions, but may actually convey the wrong … Continue reading

Posted in Uncategorized | Leave a comment

Persistence in Negotiation Leads to Improved Outcomes

Customer service is a give and take.  We want our customers to be extremely satisfied with our services, but we also need to be good stewards of our organizational resources.  We have a responsibility to those who provide us with … Continue reading

Posted in Uncategorized | Leave a comment

Is Honesty the Best Policy?

A recent conversation from the Bay Area Regional Transit (BART) Twitter feed has drawn national attention for its honesty and transparency.  Local service disruptions had caused many people to take to social media to express their frustration with the BART … Continue reading

Posted in Uncategorized | Leave a comment

Meeting the Demand – Do we Support the Culture of Complaining?

Customers can be demanding.  I am not referring to the typical customer interaction wherein the customer calmly expresses their needs and we do what we can to accommodate those needs.  I am thinking of the customers who outright demand an … Continue reading

Posted in Uncategorized | Leave a comment

Rising to the Challenge – Develop Employees through Responsibility and Motivation

As a sophomore in college, I was in the position of lead oboist for every major performing ensemble at my university.  My performance quickly progressed from that of a mediocre background player to a capable and confident solo musician who still … Continue reading

Posted in Uncategorized | Leave a comment

The Anomaly – When Customers Have a Lot to Complain About

The majority of customer interactions fall into the same general categories.  The categories may differ depending on the industry, but anyone in direct communication with customers for an extended period of time will notice recurring themes in customer needs. We … Continue reading

Posted in Uncategorized | Leave a comment

Finding Expectations – Listening to Our Customers

In a previous post, “Focus on Expectations“, I addressed the importance of basing our customer service processes on the needs of the customer.  We must adapt to the needs of the customer as they perceive our service, not as we … Continue reading

Posted in Uncategorized | Leave a comment