September 2017 / 5 posts found

How do you recommend handling customer service employees who focus primarily on up-sales without regard to providing better customer service?

by Abraham Venismach
Authenticity needs to be ingrained in all employees. It isn’t about building the sale; it is about building the relationship, so that you end up with a customer long term. Educating customers is more important than selling customers. When you educate sometimes that means you find out they don’t need what you have right now. But when you demonstrate their needs are more important than getting sales, and then you own that person. They will come back and trust you. John DiJuliusAn international consultant & best selling author of two books he works with companies like The Ritz-Carlton, Lexus, Starbucks, […]

What would be your advice to someone who arrives at a new company and finds that its customer experience problems are being very poorly handled?

by Abraham Venismach
Here is the real answer to why we (the business/employees) feel we deliver customer service so much better than our customers perceive: we are not in our customers’ shoes. The vast majority of Customer facing employees cannot relate to their Customers. Many times they may have little in common with their Customers, they might be a different generation, quality of life, and most of all, have never been a Customer of the product or service they are selling. We do not relate to their reality. We are not and have never been them. And if you can’t relate to someone […]

I want to advance myself in studying about customer service which academic qualification should I go for?

by Abraham Venismach
Academics can teach you the basics, but experience gives you the advanced. Major in subjects related to human behavior and group dynamics and their application to the world of work (particularly commerce). Psychology, anthropology and sociology are good foundations. Supplement that foundation with courses in business, especially marketing. Chip BellSenior Partner at The Chip Bell Group | Author | Keynote Speaker | Innovative Service | Customer Loyalty 1. Work in that role. 2. Perform in that role. 3. Educate from professional resources on Customer Service. Pat PorrasTrainer & Speaker: I train and educate participants thru engaging & highly interactive workshops […]

How do I provide the best customer service if I do not have enough human resources? I work in retail.

by Abraham Venismach
Retail is the playground for CX since, like the customer, it is always changing and adapting. Start with learning what matters most to your customers, as well as what most irks them. What is the subject of their most frequent requests and their most frequent complaints. Put your scarce resources on the vital few, instead of the trivial many. Along the path of “most crucial” find little simple ways to add distinctive delights. My dry cleaners put a bowl of foil wrapped chocolate coins. When patrons received their change, they also got a chocolate coin. Chip BellSenior Partner at The […]

Most Think Your CX Ain’t so Grand… Want to Know Why?

by Abraham Venismach
You might claim you have “Superior Customer Experience” but do your clients think so? REALITY CHECK… Quoting from an article in Harvard Business Review: “…Bain & Company’s recent survey of the customers of 362 companies. Only 8% of them described their experience as “superior,” yet 80% of the companies surveyed believe that the experience they have been providing is indeed superior.” (full article here) So I asked the experts… “Why is that?” Here’s what they have to say: I think that because companies focus on acquisition over retention they believe that they’ve delivered a great experience in order to get […]