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The point of contact where your front-line staffers serve your customers is the “make or break” point where the perception of your company and your brand is established. How do you get the right things to happen on your front line? Here are three critically important steps to take. First, Hire the Right People You…
by Cordell Riley It’s tempting to say that the ability to listen well is a nice thing for food servers to have – a “soft skill” that isn’t really critical. But that is simply not true. When servers do not listen well, the mistakes that result can do a lot of harm to your business…
According to the 2016 Maintenance & Repair Study conducted by Cox Automotive, 70% of new car buyers do not get their cars serviced at the dealerships where they bought them. If you are a new car dealer and only 30% of your customers use your service department, you are letting money slip through your fingers….
By Cordell Riley Every visit a customer makes to your service facility is like a mini-journey. When that trip is over, you want your customer to feel well-served, valued, and maybe even a little bit delighted. Great customer service training is what makes that happen. Let’s break your customer’s experience down to see how training…
Are you teaching your trainees the skills they need to deal with customers who are not only dissatisfied, but angry . . . or even hostile? “Dealing with Difficult Customers,” a post that Mark Lamendola published on the Electrical Construction & Maintenance blog on February 7th, describes some strategies we like for dealing with highly…
There are really only two ways to improve the quality of reviews that your company gets online. The first is to wait until negative reviews appear and to then try to do something to get them to go away. The second way, obviously more effective, is to get everyone in your company to provide the…
There are dozens of videos on YouTube that show angry or disgruntled customers. Some show customers behaving badly. Others show employees doing the same. They’re very unpleasant to watch, but many of them teach valuable lessons about how employees should be trained to work better with customers. Here’s one video – admittedly disturbing to watch…
Food service workers are a critical, front-line point of contact between your business and your customers and clients. And that is true if your employees are waiters in your restaurant, attendants who oversee a breakfast room in your hotel, staffers who whip up specialty blender drinks in a juice bar in your health club, or…
“Everyone is different and as a result may have something special to bring to the table. Let them know how their personalities and unique strengths support your organization. Take advantages of these differences.” – “Embrace Uniqueness of Your Employees,” by Shep Hyken, Shep Hyken’s Customer Service Blog Could it be that better training results when…
All the employees who work for your hotel are in the customer service business. Although their jobs may differ, they all have the opportunity to offer memorable service that brings patrons back time and time again. Opportunities for Excellence To take your hotel’s service to the next level, consider extending customer service training to include…
