Institute of Service Quality Management

11/11/2023

As a customer, I love when employees make relevant recommendations or offer alternatives, particularly if they are not able to provide the specific product/ service that I am looking for.

Here are some ISQM TIPS:

✅ Listen carefully to determine the PURPOSE of the purchase - what need is the customer trying to fill?

✅ Provide your customer with relevant options and alternatives.

✅ Educate the customer about NEW and related products and services that could meet the customer's needs. Explain or demonstrate the value, amenities, features, etc. and how it solves the customer's problem.

✅ Take the initiative and anticipate the customer's needs.

✅ Based on your customers previous purchases or questions, recommend items that you think they might be interested in. Companies like Amazon do this effectively.

TELL US: Do you appreciate when employees offer you recommendations❓

☎️ (868) 771-7296

👉🏽 Follow for quality customer service training and education.

07/11/2023

Customers, this one is for you because one hand doh clap 🤣. 'Nuff said!

06/11/2023

'Nuff said!

06/11/2023

TSTT and other major corporations have been in the news lately for data breaches and moreso, for how they have dealt with their customers during the crisis.

It got me thinking about the importance of maintaining customer trust and confidence 💡

Here are 7️⃣ things that companies should NEVER DO to their customers‼️

- Do you agree❓️
- What else would you add to this list❓️

☎️ (868) 771-7296

26/10/2023

Now, don't get us wrong, products are important, so please continue to work on your product quality. But this quote is really saying that focusing solely on product quality is not good enough given current customers' preferences.

If your product is good but the EXPERIENCE of purchasing that product is poor, difficult, challenging, confusing, frustrating...you run the risk of losing the customer.

Customer Experience (CX) is the holistic perception that your customers have of doing business with you. It is a result of every interaction, every customer touch point and every service encounter that the customer has with your company.

So, how would your customers describe their EXPERIENCE with you❓ After interacting with you, would they describe their experience as:

💕 Magical
😡 Miserable
💨 Mediocre

When last did you ASK them?

☎️: 727-4776
💻: [email protected]

👉🏽 Follow for quality customer service training and education.

23/10/2023

Say thanks nah! 😜. Yesterday, I attended an award ceremony that reminded me of the importance of recognizing & rewarding hard-work and excellence (see next post).

I challenge you this week to use any or all of the following tips to show appreciation to your employees. Tag us when you do 💕

Here are a few tips:

✅ Tell employees that you value their daily contribution. Say "Thank you".

✅ Let employees know exactly how they contribute to the success of the company. It will motivate and encourage them to continue doing well.

✅ 'Big up', praise employees publicly in front of their co-workers and customers.

✅ If possible, give the employees tangible gifts/tokens of appreciation that they value - day off, gift certificates, vouchers, company merch, etc.

WHAT are some other great ways that you can show appreciation to employees ❓

☎️: 771-7296
💻: [email protected]

👉🏽 Follow for quality customer service training and education

20/10/2023

Dave Thomas, Founder of Wendy's, rightly said that whether you are selling hamburgers, insurance, vacations or cars (and everything in between) 🍔🚗, we are ALL in the customer service business.

One of the main expectations of customers is RELIABLE SERVICE. So, here are 5 TIPS to help you meet their expectations:

1. Provide the service as promised
2. Dependably handle all of your customers’ service/product problems
3. Perform services right the first time
4. Provide services at the promised time
5. Maintain error-free records

➡️ Do you know what your customers expect of your service❓

➡️ When last did you ask them❓

Give us a call if you need help creating an Exceptional Customer Experience ☎️ (868) 771-7296

17/10/2023

I am well able to tap my own credit or debit card. Thank you 🤣. ISQM Family, do you agree?

10/10/2023

You can never go wrong offering prompt, reliable and courteous service. Never!

28/09/2023

23/04/2023

This is what going the extra mile looks like