In two previous posts, we’ve been discussing how Tesla has grown an incredibly strong brand with fierce customer loyalty. We focused on the lessons from real-life examples that can be applied to any business. We’ve discussed the first six examples in our previous posts, and here, we’ll look at the last four.
Category: Customer Service
Good training is the first step to building loyal relationships with your customers, and providing a better working environment for your employees. These articles discuss how to train your customer service team to provide world class service.
In a previous post, we discussed the challenge often faced by managers and business owners in teaching customer service skills to entry-level employees.
A challenge many companies face is providing a top-notch customer experience. The reason—particularly for business-to-consumer (B2C) companies with high volumes of customers—is that so many of their customer touch points come in the form of entry-level, low-paid staff, often with high turnover. Teaching these employees the basics, let alone the intricacies, of customer relationship management […]
The holiday shopping season is nearly upon us, and consumers are already overwhelmed. While the holidays are meant to be a time of good cheer, the reality is that pressures due to gift buying and travel often yield heightened emotions. What’s more, a month’s long string of low unemployment and strong consumer confidence across the […]
According to Salesforce, customer service is the number one factor influencing how much a consumer trusts a company. And it’s not just external customer service (customer-facing interactions) that plays a factor in whether a consumer views an organization favorably either; it also includes customer service that reaches across an entire organization’s interior too.
Companies train for a wide range of situations. From fire drills to sales demos, training is an important part of getting things right when real-world situations arise.
Anyone who has worked in customer service knows that some customers can be extremely difficult, demanding, and even toxic. These customers can be abusive to customer service staff.
We’ve previously discussed the challenges that exist when trying to communicate face-to-face. Body language can send various nonverbal cues to others, whether we intend them or not. But it’s not just face-to-face communication that can cause unintended messages to be sent. Even when we communicate over the phone, via e-mail or text, there are various […]
Continued from yesterday’s post, here are a few additional tactics you can adopt to develop high-quality learning content for your external stakeholders. Curate Content To remain a valued and chief learning resource to your external stakeholders, curate content from multiple sources that they’ll find useful, interesting, and informative. This way, when they want to learn […]
Demanding, especially unreasonably demanding, customers can frustrate customers service staff who aren’t trained to deal with it. What can we do to make these situations less stressful?