Here’s an unforgettable true story that I’ve been sharing in some of my customer service workshops lately. It’s about a young man with Down Syndrome who changes the culture of a grocery store by being […]
Customized Engaging Online Customer Service Training
The Consumer Vigilante
How to Defuse Aggression and Steer Clear of Danger with Consumer Vigilantes There’s a certain degree of extremism that’s popping up, a sense of “I’m going to get results, whatever means necessary.” Pete Blackshaw […]
News Flash: Customers Want to Talk to Humans
27% of customers surveyed said they’d be willing to pay to speak to a live representative Consumers in Control Dec 07 Survey I was shocked when I read a press release last September that […]
Ever have bad service at a restaurant?
Warning: This short movie is rated R for mild violent content; but it is funny. 8min 41sec Ever have bad service at a restaurant? Well David did and he decided to do something […]
“Cancel my AOL please!”
Most companies don’t realize they are putting a significant amount of revenue at risk by letting customers leave without trying to save them. A recent study by Marketing Metrics has shown that companies have a […]
How Should You Handle a Customer Complaint Over Email? Here Are 7 Tips To Get You Started.
“Hi Myra. What advice can you share about best practices for responding to a customer’s complaint over email?” –Albert Myra’s Answer Hi Albert. Every email that goes out from your customer service team has your company’s […]
How to Completely Restore Customer Confidence After Things Go Wrong
7 Crucial Elements of Service Recovery Yesterday afternoon I dropped off a prescription for my daughter at my neighborhood pharmacy. I had some errands to run and I told the pharmacy cashier I’d be back […]
Growth In Any Economy
The Easiest Way to Achieve Growth is to Slow the Loss of Your Existing Customers Every year, the average company loses 20 to 40 percent of its customers. Service failures and an inability to […]
How to Get to the Root Cause of Any Problem By Asking Why 5 Times
A decade or so ago I discovered a problem-solving technique that makes me look like a “rock-star” with my clients. The technique is so simple a 4-year old can do it; it always works, […]
De-escalation Training for Customer Service & Soft Skills Training 