shoekstra's blog
Please Check 'Excellent' for the Children: The Problem with Client Loyalty Surveys
Service Pays Even In a Poor Economy
I came across this recent study done by the Strativity Group and just had to pass along this critical information.
There Are So Many Weeds It is Hard To See the Forest From The Trees - Leading Customer Service
Leading a culture of service excellence involves a vision and the ability to clearly communicate that vision through the organization, all the way down to front-line staff. Because the scope of service is so large, however, management may feel as if they're tackling a never-ending jungle of weeds and want to address a few tactics at a time. For example, they may want to address the greeting people use on the phones, as well as their overall phone etiquette. While this is understandable, it can also de-rail
Dealing with Difficult Clients - Eight Customer-Service Tips
Myson is 17 years old. Like many teenagers, he has very little patience for people for whom he determines do not drive fast enough, do not understand his viewpoint, or in any other way interfere with him going about his life. I hope he outgrows this, but it also humors me how we both can view the same situation very differently. For example, when I drive, I look at the time as my time to relax, a time I don't need to do anything else and a time I can simply let my mind wander. I
Telephone Etiquette - 7 Customer Service Tips
I once made a call to a business office at 5:15 at night. Someone picked up the phone, but didn't identify themselves or the company. After clarifying that I had called the correct company, I asked if the individual I wanted to speak with was there, and was advised that no, he was not. I was then told it would be better if I called back the following day. At this point, I had to ask the person who it would be better for - me or him - because it was obvious he simply didn't want to take a message or help me. Poor phone experi
What does your E-mail say about you? - 13 Customer Service Tips
The amount of business e-mail we can get on a daily basis can sometimes be overwhelming; however, used properly, e-mail can be a very effective way to communicate with colleagues and clients. Even though the tendency may be to be more casual, it is advisable that business e-mail have an element of formality to it, and follow certain protocol. Listed below are my 13 e-mail best-practice service tips that, if followed, can provide your clients and colleagues the best experience possible, and h
It Can't Be Done - Customer Service Tips
"The person who says it cannot be done should not interrupt the person doing it." - Chinese Proverb
What Does Your Voice-mail Message Say About You?
The other day I needed to call someone. When no one picked up the phone, I was transferred to voice-mail and heard the following: ‘Sorry I didn’t pick up the phone. Leave a message and I’ll get back to you.
Golf and Service
Today I watched Tiger Woods come from behind in a stunning victory at Memorial Tournament. When he wins, he makes it seem so simple; sometimes I feel as if I can play golf too. I cannot. Part of his talent, I’m sure, is hereditary. After all, he’s played the game since he was a toddler. What always strikes me is that although Tiger makes it seem easy, he works extremely hard at ensuring he is consistently great. He sets his alarm for 5am every day and hi
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