What You Call Your Customers Is Important
This article was first published on the FCR blog on November 10, 2017. Click here to read the original post. Since writing an article a […]
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Breaking the Ice Episode #37: Rants, Raves, & 3 Keys to Bad #Custserv w/ Randi Busse
In this episode we welcome our friend and customer service expert, Randi Busse. She’s coauthor of the book, Turning Rants Into Raves and President of […]
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The CSAT Conundrum: Making Customers Happy vs. Limiting Concessions
This article was originally published on CustomerThink.com as part of my regular advisor column on October 13, 2017. Click here to read the original along […]
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5 Quotes from Chip Bell’s Kaleidoscope
This article was originally published on the FCR blog on October 31, 2017. Click here to read the original. Innovation is a term often reserved […]
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On Helping and Being Helped
I just returned from watching a showing of “I’ll Push You,” a movie chronicling the journey of two friends, Patrick and Justin as they travel […]
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How to Say “Sorry” Without Saying Sorry
My colleague recently presented me with this question: How can we reply to a customer with empathy and still take ownership of the issue, but […]
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Anything Else? or What Else?
This article originally appeared on the FCR blog on October 26, 2017. Click here to read the original. Some of my favorite restaurants are places […]
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Breaking the Ice Episode #35: Side Hustles & Mindful #Custserv w/ Sheri Kendall-DuPont
In our 35th episode we had the pleasure of breaking the ice with our good friend, Sheri Kendall-DuPont. She’s the Manager of Colleague and Leadership […]
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Breaking the Ice Episode #34: Annoying Roommates & Agent Engagement w/ Sean Hawkins
In Episode #34 we welcome our good friend, Sean Hawkins. He’s the Director of Contact Center and Customer Service at Framework Homeownership. Be sure to […]
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Incentive Programs for Service Agents: A Pre-Implementation Checklist
This article was originally published on CustomerThink on September 14,2017 as my regular Advisor column. Click here to read the original. As a contact center […]
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