Alan Boyer's Articles in Customer Service - Leadership Articles - A great resource for enhancing your leadership knowledge!

Show All\|Display Category\|Title\|Newest\|Oldest
Company Policy Does More Damage to Customer Service Than Anything Else Company policy is frequently the biggest barrier between customer satisfaction and your company. It can start with either o Company policy o Employee trying to do the right thing, but in their eyes the right thing is protecting the company from the stupid customer. Customer Service Problems--Help Your Employees Look at a Customer Complaint from the Customer’s View Too many times employees tend to look at a customer complaint, or even a request for help, as an opportunity to do a CYA. When you hear an employee saying, "Stupid customer" that is an opportunity for you, as the business owner, or manager, to ask them to find out 1) What the customer really wanted, and make sure they get it. 2) Look for a way to prevent the problem for the next customer. A CYA statement doesn't deliver the customer what he wants, nor resolve the company problem.