So I got a manicure yesterday. It was pouring rain and late and I didn’t want to drive out to my usual salon. So I stopped at a little place a couple of blocks from […]
Customized Engaging Online Customer Service Training
How to Handle a Customer’s Declined Credit Card
Yesterday I presented a keynote for Progressive Business. My aim was to position customer service professionals to go out of their way to make customers feel good. During the Q & A an attendee asked: […]
The SLS Beverly Hills Gave Me Celebrity Customer Service!
I flew into Los Angeles the night the Academy Awards were being held. By luck of the draw, I was in the same hotel that many of the celebrities stayed in. (My client really […]
What I’m Teaching My Students Tonight [The Red Bead Experiment]
Two or three times a year I teach a management course for the University of Phoenix. Right now I’m teaching Management Quality and Productivity. This is an exciting course that examines the concepts of continuous […]
Take a Peek Behind the Scenes of PaySimple’s Customer Service Department
I just love going inside Contact Centers and discovering how great companies manage processes to consistently deliver an outstanding customer experience. My customer service keynote presentations are made up entirely of benchmarks of real companies […]
Before You Send That Email to a Customer…
Last week I talked to you about how to ruin your corporate reputation in just one email thread and I shared an email exchange that just takes the cake. I got a lot of reaction […]
Videos from My Zappos Presentation to ICCA
Yesterday I presented “Inside the Zappos Contact Center” for one of my favorite clients, International Contact Center Association (ICCA). I crafted and presented my session with these goals: To inspire organizations to make customer service their […]
Learn How to Become a Stress & Time Management Role Model
Last week I presented a keynote for Progressive Business Conferences on Time Management. The presentation was aimed at helping customer service directors and managers learn to better manage their schedules and tasks so that they […]
How to Ruin Your Reputation In Just One Email Thread
So I’m sitting in my office preparing marketing copy for my How to Respond to Customer Emails web training event when my Assistant walks in, takes over my computer and Googles something about an email […]
Chick-fil-A Customer Service Tip: #customersremember
This afternoon a friend on FaceBook shared her experience with Chick-fil-A. So I drove to Chick-fil-A for lunch and the line was wrapped around the corner but two managers were outside greeting people, taking orders […]
De-escalation Training for Customer Service & Soft Skills Training 