Customer Service Training: Customer Guru

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Customer Service Training – The Chaser

Have you ever been hung up on? What do you do when a customer hangs up on you? Being in Customer Service & Sales for the last 10+ years, I've had my share of people hanging up on me. Over time I've learned the art of the "Call Back". I've integrated this into my customer service training after perfecting it on the phones. Is the customer not getting their way? Is the conversa...

Call Customer Service

Are you an angry customer? Do you have angry clients calling you? Which ever side of the fence you're on, LISTEN UP! Whether you call customer service, visit a service business, or you are the business in question, we all need to work together to improve the experience of doing business. Call Customer Service On a call to customer service, you usually have an agenda. ie. There's a reason you...

My Customers have a Problem

First and foremost, it means that when your talking with someone using only vocal ques (no body language/facial expression) the inflection used and the words selected are the only way to convey emotion. This emotion can be positive or negative (Despite popular belief, there is no neutral ground here. You're either moving one way or the other) Many of my reps have claimed to be able to displa...

Dealing with Client’s Perception

Perception is key in any exchange. Given the same situation or set of choices, one can make very different decisions based off of the perception they're given. Often when we are working with our customers, we need to modify perception through our messaging and branding of both our product and our customer service. Sheena Iyengar studies how people choose (and what makes us think we're go...

RE: How to diffuse an angry customer

Today I read a post on Service Untitled, How to diffuse an angry customer. Cheryl talks about the poor service shown by a local shoe store and some great ideas to improve it. It is important to hear the person out and thank the customer for bringing the problem to your attention. Call back the customer because it is important to preserve the relationship and keep her as a customer. T...

How Valuable are your Customers?

I often find myself in a situation where I'm deciding how much effort should be put into keeping or saving a client. My accounting department would say, "hold them to the contract because they agreed to it!" Though my accounting team has a good point (they're trying to keep our business viable), is the next few months of payment, their cancellation fee, or their initial purchase really all t...

Customer Guru

Posted By: Micah on May 6, 2010 in - Comments: No Comments »

My Name is Micah Lauret. I’ve been working with Online Advertising for Small Businesses and Customer Service since 2001. I’ve attended Brigham Young University and Utah Valley University studying business. Through college and in my career afterward, I’ve served in customer focused leadership positions for ah-ha.com, Hewlett Packard, and OrangeSoda. Each company has provided insight into serving customers and counseling small businesses on their relationship with their customers.

Through these experiences, I continue to gain insight into customer service techniques & how small businesses interact with their customers. I hope this blog will serve as a forum for Businesses to learn and understand their customers. Feel free to drop me a line or comment if you have any questions or would like me to address a specific concern. Thanks for reading!

Customer Guru

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