Eric Jacobson

Posts Tagged ‘Customer Satisfaction’

5 Questions You Shouldn’t Ask Your Customers

In Customer Feedback Customer Engagement on July 5, 2015 at 1:10 pm

Consider this advice from author Paul R. Timm.  He recommends a different twist on asking your customers questions:

  • stop asking your customers the “typical” questions and instead ask them open-ended questions.

Here’s specifically what Timm recommends:

Don’t Ask:

  1. How was everything?
  2. Can I get you something else?
  3. Did you find everything you need?
  4. Will that be all?
  5. Was everything satisfactory?

Instead Ask:

  • What else can I do for you?
  • What else can I get for you?
  • What else can I help you with?
  • What else could we do to better serve you?
  • How else can we be of help?

These open-ended questions will let your customers really express their ideas, opinions and needs. Timm is the author of, 50 Powerful Ideas You Can Use To Keep Your Customers

How To Create Customer Satisfaction

In Customer Engagement, Customer Retention, Customer Service on September 3, 2014 at 6:08 pm

Here are four great customer service tips from author Micah Solomon’s book, High-tech, High-touch Customer Service:

You provide value when you deliver the four components that reliably create customer satisfaction:

  • A perfect product or service
  • Delivered in a caring, friendly manner
  • On time (as defined by the customer)
  • With the backing of an effective problem-resolution process

How To Delight Your Customers

In Company Culture, Customer Service, Engaging Customers, Eric Jacobson On Leadership, General Leadership Skills on October 26, 2013 at 11:26 am

If you want to delight your customers, then the book by Steve Curtin, Delight Your Customers — 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary, is a must-read for you and your employees.

Published this summer, the book explains the seven ways for you and your employees to demonstrate exceptional customer service:

  1. Express genuine interest
  2. Offer sincere and specific compliments
  3. Share unique knowledge
  4. Convey authentic enthusiasm
  5. Use appropriate humor
  6. Provide pleasant surprises
  7. Deliver service heroics

“Exceptional customer service typically costs no more to deliver than poor customer service,” explains Curtin.

For example:

  • How much does it cost to express genuine interest in customers or to anticipate their needs?
  • Does it cost more to display a sense of urgency or to pay attention to detail?
  • Do you pay your employees more to smile, to make eye contact, or to add energy to their voices?

Curtin reminds readers that:

  • Customers don’t establish relationships with businesses.  They establish relationships with the people inside the businesses.

And, here are some of Curtin’s recommended best ways to express genuine interest in your customers:

  • Offer personalized greetings
  • Use names
  • Practice assertive hospitality
  • Ask questions
  • Anticipate needs
  • Remember preferences
  • Pay attention to detail
  • Display a sense of urgency
  • Solicit feedback
  • Offer personal farewells
  • Follow up on service

And, finally, when soliciting feedback, do so without marginalizing your customers’ suggestions or sounding defensive.

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