Tag: Customer service

5 ragioni per cui i clienti ridono dei vostri script di Customer Service

su da Gian Carlo Mocciin CRM, Customer Service1 commento

NOTA AICEX: nella maggior parte dei casi gli script del Customer Service rendono i clienti furiosi. Perché? Nella maggior parte dei casi sembrano rendere ogni operatore un robot che si limita ad eseguire senza partecipare emozionalmente alla conversazione.

Scripted customer service isn’t customer’s best friend. In the best case scenario people will laugh at your scripts, but most of the time it actually makes them furious. People don’t hate scripts, they just hate how your business uses them. They hate talking to a robotic customer service rep that can’t seem to think for himself.The truth is people just hate being deceived.

What happens is you make your customers think that they can call you anytime and talk to one of your employees to have their problems resolved. That’s basically what putting a phone number or live chat window on your website means.

Let’s say a customer calls with a problem. Chances are he’s already quite angry with your brand for causing yet another problem in his life. Your only goal from there should be to make sure this customer hangs up with his problem solved and a happy memory of how helpful your staff was. Isn’t that customer service’s ultimate goal?

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5 modi per fornire un’esperienza di Client Service memorabile

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

Nota Aicex: tutte le aziende ritengono di fornire servizi di qualità. Come facciamo a dimostrarlo? Come possiamo sapere se la qualità fornita è migliore o peggiore rispetto al passato? Ken Grady ci insegna 5 modi per garantire un’esperienza memorabile.

“When Americans say it was great, I know it was good. When they say it was good, I know it was okay. When they say it was okay, I know it was bad.” Laura Klos Sokol

 

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We all provide quality services. We know that, because we tell everyone we provide quality services. No one has shown us a convincing argument to the contrary, so we must be right. But how do we demonstrate that we really provide quality services? How do we know our quality is improving or, shudder, declining? We always want to find ways to demonstrate the value of what we do, but demonstrating quality service is a tough one.

When I moved from being a service provider to companies to being a service provider inside a company, my boss gave me his view on how our business clients evaluated the quality of our services. I have tested his theory over the years, and realized he was on to something.

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Come perdere un cliente in 10 giorni

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

NOTA AICEX: la maggior parte delle aziende stanno, consciamente o meno, sabotando le loro relazioni con i clienti. Questi ultimi sono esacerbati e stanchi di sopportare e vogliono essere certi che i loro amici sappiano tutto.

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After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You, which sounded an awful lot like the romantic comedy, He’s Just Not That Into You, I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days, for today’s post.

When we engage with customers (or, when they engage with us), we are (hopefully) engaging for the long-term, developing a relationship. Some folks question the use of the term “relationship,” but let’s just use Merriam-Webster’s definition: the way in which two or more people, groups, countries, etc., talk to, behave toward, and deal with each other; the way in which two or more people or things are connected.

That connection is what I’m referring to. We want to connect with our customers, not just transact with them. Relationships take time and work, every day; the focus and the desire to keep the relationship alive and strong should never stop because, when it does, the relationship will end. The connection is gone.

My 19 Signs post was more about how customers were not showing their love to brands anymore. In this post, the focus is on companies and the things they are knowingly or unknowingly doing to sabotage their customer relationships..

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Smettetela di deliziare i vostri clienti

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, LoyaltyLascia un commento

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NOTA AICEX: deliziare i propri clienti sta diventando sempre più comune. I clienti ci giudicano davvero sulla base del nostro servizio “over the top”? Oppure si lamentano solo quando succede qualcosa di negativo?

The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because of its over-the-top service? You can probably think of a few examples, such as the traveler who makes a point of returning to a hotel that has a particularly attentive staff. But you probably can’t come up with many.

Now ask yourself: How often do consumers cut companies loose because of terrible service? All the time. They exact revenge on airlines that lose their bags, cable providers whose technicians keep them waiting, cellular companies whose reps put them on permanent hold, and dry cleaners who don’t understand what “rush order” means.

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