by Shaun Heuerman | Oct 27, 2011 | Customer Service, Mystery Shopping
Are your employees scaring your customers away because of their “ghoulish” service? Do your team members know how to convert someone asking for a rate into a client delighted to pay premium pricing and immediately bringing all their accounts? Most banks know they...
by Shaun Heuerman | Oct 13, 2011 | Customer Satisfaction, Customer Service
Follow these ten steps to alleviate customer complaint calls and save your company name: COMMANDMENT #1: Express appreciation for the feedback. “Thank you for telling us about this. We appreciate customers who let us know when things aren’t right.”...
by Shaun Heuerman | Jun 23, 2011 | Customer Satisfaction, Customer Service
If everyone in your office handles your phones with great care—you all answer in two to three rings, answer with enthusiasm and confidence, handle the customers’ needs, transfer the call or put them on hold for no more than thirty seconds without coming back. Do this,...
