We often think about setting goals for a sporting event or for work objectives, yet we tend to think of New Year’s Resolutions only for our personal fortitudes. When we think of service, we think of setting goals for better performance, better metrics, better CSAT or NPS scores, yet we don’t think about Service Resolutions. [...]
Author: Service Woes and Wows by Natalie
Create a better and more powerful connection with your customers
The headlines are rife with stories of outraged and disenfranchised customers. Whether it is airline passengers being involuntarily removed from the aircraft, cable TV customers adrift in a sea of failed billing practices, utility customers unable to comprehend their bill, or someone waiting in line at the DMV, the fact is that many customers are [...]
Get it right the first time (RFT)!
I recently met some family members for a special dinner at a well-known “trendy” hotel Penthouse restaurant. We were all excited to eat there, soak up the atmosphere and of course enjoy the beautiful panoramic views of the beach and the city. Having been to this restaurant previously for lunch, I convinced the family that [...]
Give good service a chance!
“Caveat emptor-Let the buyer beware”
Breaking process in order to retain a loyal customer and improve their experience
We have all been taught that we need clear processes and procedures for our employees to follow and for our customers to understand. Companies spend every single day refining processes and re-focusing the internal “procedures”, despite the fix often being at the detriment of the customer experience. Critical to bringing about better and more customer [...]
Ever feel like you’re just not getting through to someone?
Taking Responsibility. Yes, it’s your job!
Taking responsibility and honoring promises and prices as well as on the consumer side, having the correct information is absolutely 'your job, your responsibility.' Recently, I came across and 'met' a new handbag I fell in love with. In fact, it truly was love at first sight. The way the silver chained handles looked and [...]
It’s the little details that matter.
Stressed from the beginning
The earliest part of the customer journey must be factored in and considered to be most important. It sets the tone for the remainder of the journey or the experience. We often add in unnecessary processes and hurdles to go through before starting the journey or sometimes value different steps to be more or less [...]