 | Customer Service Week is October 3-7, 2016 The Institute of Customer Service (ICS) has identified an area of customer service focus for each day of this important week. Below each day and topic identified by ICS, I have shared a suggested activity for your customer service Team. Monday: Customer priorities - What are your customer needs? How have they changed? Activity: Assign a product to each team member. Identify the typical customer for this product. How do they use this product in their daily life. How has that use changed over the last 5-10 years for this customer type? |
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In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive customer service. They complimented their account reps on being very good at reactive but saw the need to go to the next level and be more proactive.
What are some steps for an organization wanting to be proactive? In a customer service study by Dimensional Research, survey participants were asked if they had seen online reviews of customer service. About two-thirds of participants reported that they did recall reading these online reviews. Review sites were the most common place to read a negative review of customer service where Facebook was the most common place to read a positive review of customer service.
Customer conflict is often generated by one of three things:
Staff needs to be trained on how to react and respond to these specific conflict areas as each demands a different strategy. My home state of Louisiana has suffered a tremendous blow from the flooding of August 2016. While this has not been reported on as much as we would like, it is now finally a generally known fact across the country. So it was a nice touch today when a vendor called me today and instead of immediately delving into her sales pitch, took the time to note that she knew I was in Louisiana and hoped that all was OK and asked if I had been personally impacted.
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