All posts filed under: Customer Service

How Restaurateur Stephen Starr Expands His Empire Via The Customer Service Experience

April 6, 2015 I gotta tell ya…this is an OUTSTANDING article on giving customers/clients an experience. I couldn’t have said it any better. Whether you work in a restaurant or hotel, grocery store or auto repair shop, I urge you to read the entire interview. This guy offers a wealth of advice and tips to help others in what they do. In today’s society, it’s ALL about the customer service experience! Building loyalty is the K-E-Y! Example: Whenever I go to Publix, someone ALWAYS greets me and someone is always asking if I need help and they go out of their way to help when I do need it. Ask yourself: how many other grocery stores do that? I know one place sure doesn’t do it and I try to avoid it when possible! ~Hospitality Shero One of the great entrepreneurial success stories in food service and hospitality is the ambitious and sustained expansion of the Stephen Starr restaurant organization up and down the East Coast since its strictly-Philadelphian start in 1995. Since that time, …

Why is Customer Loyalty So Important?

February 16, 2015 We all would LOVE to get customers and keep customers, right? I mean, who wouldn’t? But, have you ever thought about WHY customers leave and why they stay? From personal experiences, do you have reasons why you stayed committed to a particular company or brand? Are there reasons why you left and decided to never go back? Let’s explore several areas: Quality. Are you familiar with Brooks Brothers? Brooks Brothers, my TOP clothing store for all things professional, is a VERY high-end clothing retailer for women and men. Some stores also cater to children. Why do I love Brooks Brothers so much? One word: Q-U-A-L-I-T-Y. They produce quality clothing using quality methods and quality materials. Their stuff lasts. Their stuff never fades. It doesn’t show its true age. Pay attention to the quality of the service or product you are giving to your customers. Put yourself in their shoes. Would YOU be happy if YOU were on the other end? Advice. Sometimes, customers might not know the intricate details of what they …

The Customer Service Manifesto: 10 Steps to Win Over Customers and Clients

January 19, 2015 Always wanted to know the secrets to winning over clients and customers? Well, want no more! We have put together an invaluable slide show on just how to do that very thing! It’s definitely not rocket science, BUT it does require you to do a self-evaluation. Check it out…. Are there other tips that could be added to the list? Let us know what you think! Like, share, comment below. Until next time… ~DHSI If you would like to unearth more secrets that you need to know about your career or your next interview, http://www.hospitalityshero.com is THE place to be. We also share hospitality & travel information, as well as uplifting & inspiring posts/stories. Subscribe to our blog and share it with your network. Visit http://www.diamondhospitalityservices.com to see what we are about. We are here to help and inspire!

Handling Angry Customers

December 8, 2014 *Disclaimer: Although this article is aimed at small business owners, the advice given can definitely help staff members who deal with customers on a regular basis. If what you do has a direct impact on a customer staying or leaving, then this article is for you! Angry and difficult customers are a challenge that every entrepreneur will face. When your time comes, will you be ready? This article explains how to deal with angry customers. Small business owners know that angry customers are an unavoidable part of doing business. Sooner or later, you are going to encounter people who are not happy about some aspect of their relationship with your company. But an angry customer isn’t necessarily a former customer. In fact, the majority of angry customers will continue to do business with you, especially if you go the extra step to provide a satisfactory resolution to their problem. Here are some simple things you can do to train your staff to deal with angry customers and keep them coming back for …

Improving Listening Skills to Improve Customer Service

December 1, 2014 If a customer service agent is a good listener, everything else will follow. We take a look at why listening is such an important customer service skill. The best customer service professionals are more than good talkers – they are also good listeners. Although the ability to hear what customers are actually saying is a vital customer service skill, it is one that is lacking in many call centers (and many other customer service departments). Listening skills help call center employees identify, clarify and address customer service issues in an efficient and professional manner. Good listeners routinely strengthen your company’s relationships with your customers, while workers with weak listening skills have a knack for leaving chaos and confusion in their wake. The payoff for improving your team’s listening skills is well worth the effort. Here are some of the ways you can develop listening skills to improve customer service in your company’s call center (or other departments): Avoid defensive posturing. Defensive posturing is like kryptonite for listening skills in a call center. …

The Challenge of Dealing With Negative People in Customer Service

November 5, 2014 Dealing with negative people in the customer service industry, sadly isn’t a few and far between incident. Part of the the perils and challenges of the service industry is coming across people you would rather strangle with a rope or hit with a brick. And yet, being able to deal with difficult people will make you a better salesperson and being able to cope with life. Firstly, you are required to assess whether the person has a genuine concern or is simply tough to deal with. Most people truly aren’t as bad as we may think we are. I, personally have worked in Retail sales and would never be able to do it again, because I am not patient with people who are rude and unsightly in character. However, in my current line of work, it has helped tremendously because it makes sure that I really listen to the person in front of me and not just “hear” them. The trick to dealing with these type of people, is never to respond …

15 Phrases NOT to say to a Customer

November 3, 2014 So, okay. You go into an establishment, looking for something specific (service or product), only to be told “I don’t know.” What about that infamous “that’s not my department.” How about the good ‘ol “uh huh.” Sound familiar?Let’s attack these 15 phrases one by one: • I don’t know: Instead of saying this, why not just say “let me find out for you”? • All sales are final: Are they really? Let the customer know to let YOU know if they are NOT satisfied so you can make it right. How about that? Been there before, huh? (wink wink) • Calm down: This has got to be one of the most infuriating and demeaning things to say to a customer. Just. Don’t. Do. It. Do you REALLY want to know what to say? Okay, you asked for it: I apologize. #BOOM! • Did you see any: Did YOU see any? Clearly, if a customer is coming to you, that probably means they’ve already checked. So you tell them that you have it …

How to Handle Customer Service Complaints

October 28, 2014 One of the most important customer service skills is the ability to handle customer complaints without relying on manager involvement. Here are some ways to ensure that your call center handles complaints well. Business would be much easier without customers . . . or at least without customer complaints. But unfortunately, customer complaints come with the territory of successful small business ownership. Customer service complaints are usually funneled through customer service departments. But the existence of customer service personnel doesn’t mean that your business is equipped to handle your customers’ problems. If your call center staff isn’t trained to handle customer complaints, they could do more harm than good. The most successful call centers rely on a standardized process for handling customer service complaints. As you consider how you want to handle customer complaints in your workplace, there are several steps that need to be incorporated into your team’s complaint resolution process. Listen to the customer’s complaint. The best way to make an upset customer even angrier is to make him feel …