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Making Great First Impressions | Exceptional Customer Service

https://stephanierginter.wordpress.com/2014/06/02/making-great-first-impressions

Making Great First Impressions. Vehicles. Whether your organization has company vehicles or whether your employees are using their personal vehicles for work consider the image presented. It’s always important to drive courteously, but maybe never so much as when there is a company logo involved! Cars must be well maintained, clean, and free from bumper stickers. Bumper stickers lack professionalism, and alienate people especially the political and religious ones so steer clear of controversy! Welcome to...

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Embracing the “We” | Exceptional Customer Service

https://stephanierginter.wordpress.com/2014/05/19/embracing-the-we

Embracing the “We”. Accepting responsibility and taking blame are hard on the ego! Will solve many problems, and this is one of them. Since those are really big concepts, let’s break the concept of We down strategically and then tactically. Strategically, building this concept starts with sharing. Everyone from top to bottom and all the way around get to celebrate victories and recover from setbacks together; employee ownership. And tagged Accepting responsibility. May 19, 2014. Keep Your Promises →.

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It’s Not Personal – It’s Business | Exceptional Customer Service

https://stephanierginter.wordpress.com/2014/05/28/its-not-personal-its-business

It’s Not Personal – It’s Business. My friend helps hundreds of people each day in his customer service position, and he’s very good at his job. As we’ve all experienced, there is occasionally that one customer who challenges every fiber of our being my friend definitely found his kryptonite customer. The customer accused my friend of something, and then flexed his the customer is always right. I had to ask him whether he thought it was worth it. I estimate that only 5% of customers are tough. May 28, 2014.

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Can’t Buy Me Loyalty! | Exceptional Customer Service

https://stephanierginter.wordpress.com/2014/06/11/cant-buy-me-loyalty

Can’t Buy Me Loyalty! A key point is to establish 3 or 4 categories/levels of problems that each has 2 or 3 solutions to provide guidance for your customer facing employees. I’ve experienced both sides of this as a customer and as a manager of customer service. Do you know what happens when you don’t provide enough compensation to a disappointed customer? Often, the customer feels insulted that you would throw money at them instead of offering an apology and a resolution. So what should you do? You are c...

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Learning From “Bad” Customers | Exceptional Customer Service

https://stephanierginter.wordpress.com/2014/06/09/learning-from-bad-customers

Learning From “Bad” Customers. I recently read a delightfully sarcastic article in the Huffington Post,. Maybe You Get Bad Customer Service Because You’re a Bad Customer. By Matt Walsh. It was as entertaining as it was true, and naturally got me thinking about the topic. Being in and managing customer service my entire adult life means I have certainly seen my share of obnoxiousness and have had to let customers go on occasion so the article was pretty cathartic as well! My disclaimer here is that some p...

stephanierginter.wordpress.com

Services | Exceptional Customer Service

https://stephanierginter.wordpress.com/services

In addition to my blog, I work privately with organizations to plan and improve their customer service efforts. My goal is to assist you in changing your corporate culture to deliver exceptional customer service through an improvement of your people and your processes. My solutions are tailored to specific industry and business needs based on the improvements you have in mind. Please contact me to discuss how improved customer service can add value to your organization! Leave a Reply Cancel reply. Post w...

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A Lesson in Graciousness & Diplomacy | Exceptional Customer Service

https://stephanierginter.wordpress.com/2014/06/07/a-lesson-in-graciousness-diplomacy

A Lesson in Graciousness & Diplomacy. Have you ever had customers break the rules or otherwise misbehave? The other day, I was accidentally among a group of bad customers. We were enjoying a day of being tourists in Niagara Falls. Here’s the thing we were being unknowingly inconsiderate. We’d have gotten the hint and either ordered something or left without feeling like evil villains; I wouldn’t be writing about it and spreading the word about the poor service either. And tagged Customer Service. You are...

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Watch Out For The Blame Game | Exceptional Customer Service

https://stephanierginter.wordpress.com/2014/06/12/watch-out-for-the-blame-game

Watch Out For The Blame Game. When something goes wrong, there’s rarely a shortage of blame to go around. Self-protection mode engages and people end up wide eyed and pointing in both directions like The Scarecrow in The Wizard of Oz and that’s a tame response! This is just a teensy peek into a big world of blame but I suspect you’ve just conjured your own memory of a situation similar to the one I described. The funny part about it is that it usually comes from really well-intentioned people! Employees ...

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How Too Many Choices Can Hurt Your Customer Service | Exceptional Customer Service

https://stephanierginter.wordpress.com/2014/03/29/how-too-many-choices-can-hurt-your-customer-service

How Too Many Choices Can Hurt Your Customer Service. Provide 2 or 3 specific choices as solutions and no more. I recently read an outstanding book by Barry Schwartz called. The Paradox of Choice: Why More is Less. You’ll always be dissatisfied wondering if you could have chosen better. I couldn’t help but see how valuable his research was to the customer service community. Do you have an example of how this has worked for you? March 29, 2014. The Importance of Customer Relationships. Welcome to my blog!

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stephanierginter | Exceptional Customer Service

https://stephanierginter.wordpress.com/author/stephanierginter

Watch Out For The Blame Game. When something goes wrong, there’s rarely a shortage of blame to go around. Self-protection mode engages and people end up wide eyed and pointing in both directions like The Scarecrow in The Wizard of Oz and that’s a tame response! This is just a teensy peek into a big world of blame but I suspect you’ve just conjured your own memory of a situation similar to the one I described. The funny part about it is that it usually comes from really well-intentioned people! Employees ...