business situations

The Customer Experience Series: The 7 Traits of a Great CSR






  Wait, what’s a CSR again? CSR stands for Customer Service Representative. For some of you this might mean anyone who answers your phones. It might also mean everyone on your sales team. You see, any employee or manager on your frontlines should be solving customer service issues; and anyone who should be solving customer(…)






The Customer Experience Series: Ditch the Antiquated Call-Center Metrics!






  Okay, you’ve got an empowered customer service team, but their average call times are still too high! What the heck? Average call times? You’re measuring average call times for a customer service team that’s supposed to be solving issues? Is this 2017 or 1967? If you’re like a lot of the call centers that(…)






The Customer Experience Series: Empower the Frontlines Dammit!






  It’s time to stop escalating the customer service issues in your business. While good leaders allow their subordinates to escalate customer issues, great leaders don’t see many escalated issues at all. This is because great leaders not only allow those on the frontline to solve issues; they expect it. Would you like to solve(…)






Car Dealerships and Culture in a Flattening Market






  If you examine the average dealership’s sales from 2010 through 2016, you’ll notice that they steadily grew year-over-year. Of course, the average dealer grew because the market grew; and while everyone saw sales increases over that period, only a small percentage of dealers experienced an actual increase in their market share.   Interestingly, during this same period, most dealers(…)






The Customer Experience Series: Kill ‘em with Kindness






  In the last post from this series, we learned to picture the customer with the issue as someone’s slightly confused, 95-year-old great grandmother. We do this primarily so that we’re always on our best behavior; but this exercise will also help us handle the nastiest of irate customers by teaching us to kill them(…)






The Customer Experience Series: Reactive Customer Service






  Resolving customer issues is not actual customer service, it’s reactive customer service. Businesses that assume this is actual customer service completely miss the point of managing the customer experience. The goal, of course, is to eliminate issues before they occur. When you’re faced with resolving an issue – that is, practicing reactive customer service(…)






The Customer Experience Series: Oops, We Screwed The Pooch. Now What?






  I think readers of this series are fairly clear on my feeling that great customer means never having an issue in the first place, right? Well, okay, but what happens when we mess up? What happens when we screw the pooch? Responding to and solving a customer service issue is required whenever your team(…)






The Customer Experience Series: But They’re Just After Dinner Mints!






  There’s a great 2002 study on manipulating the customer experience that was published in The Journal of Applied Social Psychology detailing how something as small as an after dinner mint can be used to dramatically increase a waiter’s tips. For those of you not wanting to read the entire study (I don’t blame you),(…)






Car Dealer Email Best Practices: Processes That Work






  Stop Overthinking Your Emails! Between prepping for 20-Group presentations to serving our regular clients, we mystery shop scores of dealers each month – reading their emails and texts, and listening to their voicemails – and while we’ve seen definite overall improvement over the years, one aspect of the internet sales process that is beginning(…)






The Customer Experience Series: Customers for Life






  Lesson number five of our Five Simple Strategies to ensure we never have customer service issues, is to always maintain the goal of Customers for Life. Why customers for life? Well, as we learned in the first post in this series, it costs six to seven times more to acquire a new customer than(…)






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