It’s a bit of a surprise. AT&T has dropped below Sprint in consumer ratings, at least according to the American Customer Satisfaction Index, as reported by the Associated Press. I think AT&T needs to call me. […]
Customized Engaging Online Customer Service Training
Diagnose a Customer’s Problem BEFORE You Prescribe a Solution
It’s frustrating when companies don’t listen Today I took one of my laptops into a computer repair shop for troubleshooting and repair. I explained to the Front Desk representative that my laptop would not save […]
Why Not Brand Your 404 Error Page?
Click image to enlarge I just happened to stumble upon a broken link on my website and I noticed that the Page Not Found page was white with black text, dull and boring, just like […]
Trying to Get Customer Service Representatives to Convey Empathy? Here’s How.
One of the most frequent training requests we receive in my practice is training to help contact center agents be more compassionate, show concern and express empathy. Many times I’ve been asked, “Can you even […]
How to Use YouTube for Customer Support
One of the cool things about my work is that my clients are often giving me cool stuff. I’ve gotten gift cards, shopping sprees, T-shirts, chef-quality knives, toys for my kids and loads of food. […]
3 Things That Helped Me Easily Go From PC to Mac
I recently made the switch from PC to Mac. This wasn’t an easy decision for me. Change has always been a challenge for me and this would be a big change. I’ve used Windows all […]
If you’re not into customers, why are you even working here?
I just wrapped up a meeting with a brilliant CEO. I’m on retainer to manage the client experience at his company and today we were reviewing gaps in service. My client is big on “feeling.” […]
Don’t Steal From Me Like a Thief in the Night. Just Ask Me and I’ll Give it To You.
Last week I discovered one of my most popular blog posts was posted on another blog. Quite by accident, I made the discovery. My creative work was copied word for word. And there was no […]
How to Handle Difficult Customers – 4 Tips Featuring Steve Martin
I got a belly-laugh watching this video! Steve Martin, in “Planes, Trains and Automobiles” is the perfect difficult customer in this example. Laugh as you learn 4 practical tips for dealing with difficult customers. […]
How do you engage consumers in social media? 3 words: “Can I Help?”
Learn how to engage consumers in social media for customer care. Former Director of Digital Care for Comcast, Frank Eliason, discusses Comcast’s social customer service strategy. Imagine an angry consumer blasts your brand on Twitter, […]
De-escalation Training for Customer Service & Soft Skills Training 