How service leaders are using technology, training, and customer-centric strategies to exceed customer needs I have this page bookmarked in my browser. I love hearing about how best-in-class companies are surprising and delighting customers. Take a visit […]
Customized Engaging Online Customer Service Training
Tag: Customer Service
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 […]
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 […]
It’s Just One Customer. What’s the Big Deal?
The very day of this writing I brought in a cleaning service to clean my home. I was so excited about bringing this service to my home because as a mother of a […]
Leon Leonwood Bean on Customer Service
Above all, we wish to avoid having a dissatisfied customer. – Leon Leonwood Bean
Customer Service That’s Closer to Home
Interesting commercial. What are your thoughts? Good commercial? Odd? Comment and let me know how you see this.
20 WOW Telephone Techniques: Tip #6
Don’t say anything to a customer that you wouldn’t say to your grandmother. If we all followed this simple rule, we would always create warm experiences over the telephone. Most of us would never […]
20 WOW Telephone Techniques: Tip #14
How to WOW a Caller that You Cannot Hear Last week I called my natural gas company, ONG, from my cell phone. Apparently the representative could not hear me at all. After saying “hello” a couple […]
Ever show up to pick a rental car only to find out the company had the reservation, but not the CAR!
Jerry Seinfeld shows up to rent a car, but the company has no cars. See how he reacts. Get ready to laugh! Many of you know that prior to starting my consulting practice I […]
If Customer Satisfaction Is Your Goal, Don’t Ask Me to Help You!
Last month I got a call from a client wanting me to deliver a keynote address on customer satisfaction. I politely explained, “I don’t speak on customer satisfaction.” My client was shocked, as for the […]
De-escalation Training for Customer Service & Soft Skills Training 