More and more companies are discovering that Twitter can be a powerful tool for capturing the voice of the customer –and responding to that voice with immediacy. Twitter is a free social networking and […]
Customized Engaging Online Customer Service Training
Preventing Burnout in Call Center Agents & 9 Ways to Motivate Agents
There are two things people want more than sex and money…recognition and praise. Mary Kay Ash Mary Kay is right, as studies indicate that employees find personal recognition more motivational than money. A work climate […]
If I post a complaint about your brand on Twitter, how long will it take for your company to respond?
On December 12, 2007, Lance Campeau posted a 4-minute video about his Panasonic video camera on YouTube. The video slams Panasonic’s customer service and commitment to quality and has been viewed by more than 3,000 […]
Top 11 Reasons Not to Invest in Social Media
Executive Social Marketing Bootcamp View more presentations from David Alston.
The One Thing Companies Can’t Cut In This Tough Economy: Customer Service Employees
The One Thing Companies Can’t Cut In This Tough Economy: Customer Service Employees While staff reductions may be necessary as sales slow in this economy, the people who serve your customers need to be the […]
How Being “Gumby” Can Transform Your Service Culture
Have you ever shopped at the Container Store? If you’re working in customer service, and you want an enlightening (and thought-provoking) benchmark for your company, I urge you to get out and visit a Container […]
When to Apologize to Customers and How to Do It
When to Apologize to Customers and How to Do It This morning I delivered a workshop in Philadelphia where I introduced my conciliatory customer recovery strategy to a client. The sole purpose of my […]
De-escalation Training for Customer Service & Soft Skills Training 