Customer Service

Business, Customer Service

Customer is not always right

https://youtu.be/mWQE1SGvaEU Paul Robinson on CUSTOMER IS NOT ALWAYS RIGHT The phrase “The customer is always right” was originally coined in 1909 by Harry Gordon Selfridge, the founder of Selfridge’s department store in London, and is typically used by businesses to convince customers that they will get good service at this company and convince employees to give customers good service. Treating the customers like they are always right can actually be harmful to your business. It can dampen employee morale, use up vital resources, and even hurt your best customers. “Not all customers deserve your company’s best efforts. And despite what the old adage says, the customer is most definitely not always right. Because in the world of customer centricity, there are good customers...
Customer Service

Games Customers Play

People play games and customers are people who are good at the games they play to get the best deal from a seller. Sales negotiations can be a fierce game. Just when you think that you’ve won, you’re customer pulls a new trick out of their sleeve and trump your hand. In complex sales, this is a constant occurrence. As a sales person the best thing that you can do to keep your negotiations game in top shape is to anticipate the cards that your customer is holding before they even put them on the table. This type of clairvoyant anticipation is best achieved through years of experience playing the negotiations game. However, even if you are a newcomer to the world of complex sales, there are steps that you can take to make yourself think more like a seasoned player.    &nbs...
How to become a customer centric organization?
Business Strategy, Customer Service

How to become a customer centric organization?

All business exists because of its customers. All business grows eventually when more customers are brought in, to serve. Most of the functions of any business are customer acquisition through marketing, and customer retention through excellent service and innovation. Customer satisfaction alone cannot retain a customer for too long. Customers can find satisfaction with any number of your competitors. What they can’t easily find, however, is a unique emotional experience. In this light, your company may be more associated with a feeling than with a product. Customer engagement is the key to unlocking long-term customer loyalty. Engaged customers feel emotionally connected to their favorite brands. They may be aware that they could obtain a similar product for a lower price, but thei...