BMO

big impact on customer service

A Little Effort Can Have a Major Impact on Customers

Ever since starting this blog, oh so many moons ago, I’m frequently talking with my friends and family (and often strangers) about the impact on customers  of good/bad service and what exactly is a great customer experience. What I’m noticing more and more is the lower and lower our bar is to great business engagement. …

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Use your ears to begin good customer service

No. #1 of the Top Five Things Businesses Should Do to Piss Off Their Customers

NOT LISTENING TO YOUR CUSTOMER It’s so simple yet it’s not. Listen to your customer – every word, every inflection, and every bit of emotion. Listening is about understanding your customers’ concerns, noting their perceptions and being aware of their tone. Are they just being polite when really they’re frustrated?  Are they shy or introverted where …

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