myRetailer.ca

The recipe for customer satisfaction lies in the customer service training of your employees.

360-Degree Feedback

I read a quote the other day that really stuck with me. In the book Nuts! Southwest Airlines’ Crazy Recipe for Business and Personal Success, authors Kevin and Jackie Freiberg make a statement about Southwest employees “serving the person behind the need”.

I love this quote and am going to start using it in our customer service training. Serving the person behind the need implies that whenever a staff member is faced with a customer issue or concern, before dealing with the issue at hand, they should first think about the person behind the need.

What are they feeling? How do they see the issue at hand? (more…)

A Smart Business Builds Loyal Customer Relationships With Loving Customer Service

A great friend of mine, Jim Gilbert, owner of Jim Gilbert’s Wheels and Deals, is known all throughout Atlantic Canada as “Canada’s Huggable Car Dealer”. Jim and his staff really do have a love affair with their customers. Stop by his outlet anytime and it’s not uncommon at all to see hugs being given out.

Over the years, Jim has created a brand as being Canada’s Huggable Car Dealer. It’s what he and his company are known for. They not only talk about it in their print, radio and television advertising, they actually live it each and every day. (more…)