95% of complaining customers will remain loyal if their problems are resolved immediately and to their satisfaction. TARP, Inc. (For help developing a customer recovery strategy designed to restore customer confidence after service failures, visit […]
Customized Engaging Online Customer Service Training
Four Compelling Reasons to Keep the Customers You Have
Keeping the customers you have is as important to your bottom line and the survival of your business as winning new customers. It’s also a tremendous cost savings to keep the customers you have. You’ve […]
Green means yes…Red means no…and Yellow means you can negotiate: A simple Customer Recovery Strategy
I read about a bank that made problem response a cinch for Customer Service Representatives. From responding to requests to lower credit card interest rates to handling requests to waive NSF charges, all responses are […]
Del Monte Foods Find Social Media Success
Great article you should check out if you’re designing a social media for customer servie strategy… How Del Monte Foods finds social-media success http://ow.ly/1rz8z
7 Reasons a Customer Service Agent Should Be Stopped Cold
The sole reason for the customer service position is to serve customers —to be of assistance, to help, to create value. When dealing with complaints, problems, and challenging customers, it’s easy to lose sight of […]
Call Center Disaster Recovery: Outage Issue
Call Center Disaster Recovery: Q. Any advice on how a call center can proactively prepare to handle an outage issue? A. Call centers of ALL sizes must have a solid disaster recovery plan in place. […]
Employee Dress Code Issues
I had an employee wear a sweat suit to work recently and when I confronted her about it she immediately became defensive stating that I hadn’t said anything to others who wore similar attire and […]
Instant Personal Customer Service Improvement
How would you like to be better received by your customers -even difficult customers and get higher ratings on every call your supervisor monitors? I have the perfect solution for you—-Introducing your Instant Personal Customer […]
Nike brings back the voice of Earl Woods in new Tiger ad
I was shocked when I saw this new ad featuring the voice of Earl Woods. Watch this video and then give me your take. Exploitative or appropriate?
De-escalation Training for Customer Service & Soft Skills Training 