Evolve Insights

Customer Service At Its Best – compiled by Lucy Kiruthu

The book is a quick read with large prints and is a compilation of 202 short thoughts that make a big difference in how we serve our customers! A worldwide survey conducted by the Rockefeller Corporation across a range of industries to find out reasons why customers leave reported that 1% of customers die, 3% move away, 5% develop other business relationships, 9% leave because of being persuaded by the competition, 14% are dissatisfied with the product or service and an alarming 68% leave because of an attitude of indifference on the part of the staff that they deal with.   Improving a customer experience to a brand or product are some of the reasons that prompted Lucy Kiruthu, an experienced and accredited professional in customer service to compile 202 thoughts on great customer service. It has taken her over 10 years to share her best thoughts with her readers. Each thought if applied will delight…
Dr. Lucy Kiruthu
October 6, 2014
Evolve Insights

What not to say to a Customer

“What is your problem?” “Hang on a sec.” “If you had read our company policy….” “Calm down!” “You will have to wait.” “No one else has complained.” “It is not my job.” These and many more are phrases that when used can be disastrous to customers’ interactions. They not only damage our credibility and that of the companies we represent but they leave our customers with a bitter aftertaste of the service experience. In the past month, I have taken time to evaluate many common phrases with participants at customer service training programs. The main aim has been to build positive customer communication skills. What has been most interesting is that many of the frontline staff and managers alike admit to using these phrases either unknowingly or deliberately. The use of these phrases they confirm ends up turning simple customer conversations into somewhat ugly interactions. I am certain that you may have heard these phrases in…
Dr. Lucy Kiruthu
October 6, 2014
Evolve Insights

Customer Service is not getting worse it is getting harder

As it appeared in the Daily Nation of August 5th by Lucy Kiruthu I am glad to resume and ready to share with you regular insights from the field of customer service. During my just concluded customer service study tour, I had a chance hold a conversation with Shep Hyken a luminary in the field of customer service. In the last 30 years Shep has been working with many companies who want to build loyal relationships with their customers and employees in the United States of America. The various customer interactions I had left me with mixed feelings. On one end were organizations such a CACHÉ clothing store going all out to make the customer experience painless and on the other hand was United Airlines staff that seemed to care less. What did Shep Hyken have to say about the customer service levels in the USA, could it be getting worse? Certainly not, Shep quoted Barak…
Dr. Lucy Kiruthu
October 6, 2014