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Other Added - Dissatisfied or Rude Customers Can Be Satisfied Customers
Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. When human energy flows and connects, good things (can) get done.Try this experiment:Call the main number of four companies and state, ‘I am calling w
Another sad fact of life is that these days, very few customers are loyal. Most of their loyalties lie with their bank accounts, and you can't blame people for watching their shrinking dollars. If you have regular clients, offer them an extra incentive now and again. Thank them for visiting and remember their names. Give them an addition
I saw that the customers who approached one ticket agent with a smile, sense of humor or other positive behaviors were walking away in a positive state. The agent looked and sounded kinder and more empathetic when helping those folks. The customers who approached another agent with a visibly sour attitude seemed to evoke a negative response from the agent, and they walked away looking angry.
Both sets of people had similar intentions - to get their problem resolved. But the people who approached the agent angrily got a much less satisfying response. Whatever their intention, the message they sent evoked a negative response. I decided to emulate the other group of people, the ones who approached the agent with a smile and a positive attitude. The result? I walked away with a newly scheduled flight and some upgrades as the
Do you drink? Do you steal? Are you going to answer these questions? Aside from the legal aspects of asking these questions at a job interview there is the reality. One way or another your interviewer can ask and you will answer. The trick is not to lie.My personal favorite is "do you take company items without authorization?" mea
I saw that the customers who approached one ticket agent with a smile, sense of humor or other positive behaviors were walking away in a positive state. The agent looked and sounded kinder and more empathetic when helping those folks. The customers who approached another agent with a visibly sour attitude seemed to evoke a negative response from the agent, and they walked away looking angry.
Both sets of people had similar intentions - to get their problem resolved. But the people who approached the agent angrily got a much less satisfying response. Whatever their intention, the message they sent evoked a negative response. I decided to emulate the other group of people, the ones who approached the agent with a smile and a positive attitude. The result? I walked away with a newly scheduled flight and some upgrades as the
Definition of ISO: ISO means “all sides being equal”. To date, more than ? a million organizations in 149 countries have implemented the ISO Standards. ISO 9001:2000 is a fundamental quality management system standard that requires an organization to identify, define, document, implement (follow), monito
Both sets of people had similar intentions - to get their problem resolved. But the people who approached the agent angrily got a much less satisfying response. Whatever their intention, the message they sent evoked a negative response. I decided to emulate the other group of people, the ones who approached the agent with a smile and a positive attitude. The result? I walked away with a newly scheduled flight and some upgrades as the
The future of change management is when robotic artificial intelligent androids will be the ones making decisions rather than people and humans will have to accept this without sabotaging the equipment or computer systems. This will be when robots vs. machines compete for the top executive positions.It will be funny too because th
Both sets of people had similar intentions - to get their problem resolved. But the people who approached the agent angrily got a much less satisfying response. Whatever their intention, the message they sent evoked a negative response. I decided to emulate the other group of people, the ones who approached the agent with a smile and a positive attitude. The result? I walked away with a newly scheduled flight and some upgrades as the
Why is it a good idea to determine your worth? Whether you plan to stay at your current job or seek employment elsewhere, your assessment of your worth can become a bargaining chip should you choose to negotiate for higher compensation. It’s a reference point on your way to improving not only your standard of living but your sense of s
This illustrates a principle of neurolinguistics -- The real meaning of a message is the response it triggers. Knowing this, you can control the experience your customers have when they come to you for service. They may choose to behave rudely, but don't let it trigger a negative response in you, the way it did with the ticket agent I observed. Remember that dissatisfied customers all have the same goal in communicating with you - to get their problem resolved. The ones who are trying to achieve that goal by using rude behavior are going about it the wrong way, maybe because they mistakenly think it's the best way to get results. Treat them in a pleasant, positive manner, and in most cases you'll succeed in triggering a positive response from them.
This is worth repeating: no matter how customers approach you about their need or problem they all want the same thing: to achieve customer satisfaction.
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