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TwitterNature vs. Nurture is a long standing argument in philosophical circles (I’m sure they exist somewhere). Are you born a certain way or do your life experiences shape you? When it comes to good customer service, I’m putting my money on nature. Initiative and interest can not be taught. As staff, do you want to [...]
Posts Tagged ‘Business Services’
The Unteachable: Nature Over Nurture in Customer Service
September 9th, 2010 
Russel 
Posted in My Tips 
Tags: Business, Business Services, Company, Customer Management, customerservice, Employment, Nature, Nature versus nurture, nurture 
No Comments »Calling for the Death of B2C & B2B
August 26th, 2010 Russel Who are you selling to? Business to Business or Business to Customer are marketing terms to describe a company’s target market. Are they trying to get the attention of another organization or the interest of customers? I propose you do neither. Try H2H instead. Human to Human. When marketing your company, you’re speaking to another [...]
Posted in My Tips Tags: b2b, b2c, branding, Business, Business Services, connecting, Consulting, customer, engagement, Human, Marketing, Marketing and Advertising, service, Strategic, Target market No Comments »Getting Engaged! – Online, in Life and at Work
August 18th, 2010 Russel The introductory episode of Getting Engaged – Online, in Life and at Work with Yukari Peerless and me, a weekly look at building relationships online and off. The topics will include: pet peeves, new technologies, social media, customer relations (of course) and may include a few guests. We’re just starting but we’re really excited about discussing [...]
No. #1 of the Top Five Things Businesses Should Do to Piss Off Their Customers
July 25th, 2010 Russel DON’T LISTEN It’s so simple yet it’s not. Listen to your customer – every word, every inflection, and every bit of emotion. Listening is about understanding your customers’ concerns, noting their perceptions and being aware of their tone. Are they just being polite when really they’re frustrated? Are they shy or introverted where an “in [...]
Posted in My Tips Tags: Arts, BMO, Business, Business Services, customer, Customer Management, Customer Support, Home, Lead, Listen No Comments »No. #3 of the Top Five Things Businesses Should Do to Piss Off Their Customers
July 19th, 2010 Russel DON’T SMILE What ever you do, don’t look like you’re enjoying yourself. Don’t give any impression that you want to be there, helping me. Smiling is the single best way to connect with your customers. And yes, we can tell if you are smiling over the phone too. Every chance you get to interact with [...]
No. #4 of the Top Five Things Businesses Should Do to Piss Off Their Customers
July 15th, 2010 Russel DON’T LOOK AT ME I have actually had an experience at a bakery where I picked out what I wanted, told the staff which one, paid for it and left without a single gaze of the eyeballs. Hey, I’m not that bad looking. Make eye contact. It works on dates. It works in job interviews. [...]
THE TIP: Your Staff Is Your Brand
July 5th, 2010 Russel How can I build a relationship with a cold, uncaring brand? How can I leave with a good impression when I felt like I spoke with a machine or a checklist? I can’t. I can only connect with people. I like people because I am one. Your customer service reps ARE your brand. Yes, your [...]