Call Teresa Today: 850-460-7105 
Teresa Allen​Customer Service Speaker
  • Programs
  • Video
  • Bio
  • Kudos
    • Testimonials
    • Client List
  • Get Common Sense BLOG
  • Contact
    • Request Info
    • Meeting Planners
  • Programs
  • Video
  • Bio
  • Kudos
    • Testimonials
    • Client List
  • Get Common Sense BLOG
  • Contact
    • Request Info
    • Meeting Planners

Online Reviews Influence Buying Decisions

9/16/2016

Comments

 
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.

Read More
Comments

Customer Service Training for 3 Conflict Generators

9/2/2016

Comments

 
Customer conflict is often generated by one of three things:
  • Company Error
  • Customer Error
  • Policies and Regulations

Staff needs to be trained on how to react and respond to these specific conflict areas as each demands a different strategy.

Read More
Comments

Paying Attention to the Personal

9/1/2016

Comments

 
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.

Read More
Comments

Certifications to Build Customer Service Careers and Skills

8/17/2016

Comments

 
The experts at Software Advice, an online resource for customer service software buyers, recently compiled a summary of customer service certifications that can be obtained by service professionals.  As is true with any profession in a highly competitive job market, certifications can give a job seeker an advantage over their competitors.   More importantly, the skills the individual learns by completing the education requirements of the various organizations will help customer service professionals excel in their position and make them more valuable to the organization... and who wouldn't want that?! The certifications range from several hundred dollars to thousands of dollars and vary by the position and skills enhanced by the training/certification. Many companies pay for learning opportunities so it can be a no cost way for a service professional to enhance his or her professional status.  For an employer, it is a path to better customer service through a more highly skilled customer service team!

Read More
Comments

Are There Any Customer Service Absolutes?

8/12/2016

Comments

 
The customer is always right
Smile when you talk to the customer
Don't argue with a customer
the list goes on and on . . .
​
Customer service would be easy if absolutes such as these were indeed true.  In today's highly interactive world of customized customer service, nothing could be LESS needed than training in such fallible absolutes.

Read More
Comments

Are You Pleasing or DELIGHTING Your Customers?

8/2/2016

Comments

 
The J. D. Power Customer Service Champions report identifies key practices of brands that provide exceptional service.

Read More
Comments

What's Inconvenient Customer Service Costing You?

7/28/2016

Comments

 
​A Customer Effort Impact Survey published by Avaya highlights how the amount of work a customer exerts to obtain service affects business priorities of revenue and market growth, brand loyalty and operational margins. According too Avaya, the results 'reinforce the value of a customer experience characterized by a low-effort, personalized approach to fulfill customers' needs'.

Read More
Comments

How to Get Your Customer to Pay 10% More - EASY Service

7/22/2016

Comments

 
A recent Avaya study showed that 66% of customers will STOP spending money with you if your service is inconvenient.

The study further points out that what is truly at stake is the lifetime value of that customer.  If a customer feels that an experience is low effort and efficient, they appreciate it. (Does anyone think about the Staples Easy Button ad here?)  If all this is true, what leads to a perception of a difficult customer encounter?

Read More
Comments

Are You Planning to Get Engaged?

7/13/2016

Comments

 
Picture
Whether you are single or married, you may need to get engaged this year! According to a ​​​Gallup Study on the State of the American Workplace there is a definite link between employee and customer engagement to customer growth and even to EPS. When Gallup examined engagement by job position, they found customer service employee level of engagement was among the lowest.  Since these employees are handling a majority of customer service transactions, it is a safe assumption that their lack of engagement can lead to customer disconnect. Gallup found that conversely, when an organization prepares front-line employees to make an emotional customer connection, customers will spend more, visit more often, resist competitive overtures, promote your brand to others, and forgive the hopefully occasional service blunder!


Read More
Comments

Are Your Signs Sending the Right Customer Service Message?

6/9/2016

Comments

 
Customer Service Speaker
Customer service training often focuses on the human element of the first impression. Visual first impressions are equally important, and signage can play an important role. Signs can reinforce your brand and your customer service commitment or they can negate the very image you are trying to project. When was the last time you did an audit of the visual first impressions received by your customers?

Some of you are traveling to beach destinations this summer. We once rented a condo at a beach property we had not previously visited. What was the visual first impression as I entered my vacation nirvana? A sign was taped to the elevator wall...

Read More
Comments
<<Previous
Forward>>
    Picture
    Picture

    Archives

    March 2020
    February 2020
    October 2019
    August 2019
    January 2019
    April 2018
    December 2017
    June 2017
    March 2017
    December 2016
    November 2016
    October 2016
    September 2016
    August 2016
    July 2016
    June 2016
    May 2016
    December 2015
    October 2015
    September 2015
    May 2015
    March 2015
    October 2014
    May 2014
    November 2013
    September 2013
    August 2013
    August 2012
    February 2012
    December 2011
    July 2011
    June 2011

    Categories

    All
    Communication
    Customer Engagement
    Customer Service
    Customer Service Study
    Sales
    Telephone Customer Service

    RSS Feed

Call Teresa Today!  850-460-7105
Home | Event Photos | Shop | Contact | Newsletter 
© 2018 Common Sense Solutions, a Division of Success Strategies
Website by Hemingway West