Posted tagged ‘customer service’

Effective Customer Complaint Management course

March 1, 2009

Now, more than ever before, you need to ensure every customer remains a happy customer, even when there is a problem. How your staff deal with problems and complaints will determine if that customer will return, buy more and/or tell others about their experience.

My seminar “Effective Customer Complaint Management: Customer Service Excellence Strategies for Driving Customer Satisfaction, Loyalty and Experience” is a comprehensive program and can be geared toward executives determining which data to gather and mine, to managers overseeing customer complaints, to the front line skills needed to calm down upset customers and turn them into satisfied, loyal customers.

Excellent service recovery will cement customer loyalty. Every organization has customer complaints. It’s how the complaint is managed that determines if the customer is satisfied and their loyalty solidified. Your employees can create astronomical customer retention or can drive your customers away. It all depends on how you approach complaint management.

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What’s your definition of above-and-beyond service?

May 21, 2008

My friend, internationally acclaimed concierge-level service speaker Holly Steil and I were talking about what constituted world-class service. I had just returned from Malaysia and Singapore where I stayed in 4- and 5-star hotels. I gave her a few examples of what I thought was extraordinary service:

  • The bellman who took me to my room of the 600-room at the Berjaya Times Square Hotel called me by name two days later, with no contact in between.”That’s standard at a high-end hotel,” Holly said.
  • The concierge at The Legend Hotel who escorted me from the lobby down nine floors to hail me a cab, even though there was a doorman who could do it.Holly shared, “All concierges would assist you in getting a cab if they didn’t have another guest waiting.” (more…)