Mary Had A Little L.A.M.B.
This is an updated version of the post Bahhddd Feedback which I wrote in 2013. Your customer service representative, Mary, received some negative feedback from a […]
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A Recipe for Consistent Customer Service: 5 Key Ingredients
This article was originally published on CustomerThink in my monthly advisor column on March 9, 2017. Click here to read the original. A customer contacted […]
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Breaking the Ice Episode #7: Improving Customer Service Quality with Jeremy Hyde
We are so pleased to bring Episode #7 of Breaking the Ice to you. In this episode we welcome Jeremy Hyde, Customer Service and Vendor […]
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5 Practical Actions to Improve Customer Satisfaction
This article was originally published on the ICMI blog on March 21, 2017. Click here to read the original. More and more companies are surveying […]
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Breaking the Ice Episode #6: The Service Culture Handbook with Jeff Toister
Episode 6 of Breaking the Ice is here and we’re so excited to be joined by Jeff Toister, our good friend and author of the […]
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Jenny from the #CustServ Block
Don’t be fooled by these ebooks and articles that I got, I’m still Jenny from the #CustServ block. March was a busy month with lots […]
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Confessions of a CSAT Superstar
This article was first published on the FCR blog on March 28, 2017. Click here to read the original. I recently had the opportunity to […]
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Breaking the Ice Episode #5: Tips for Attending an ICMI Conference with Erica Marois
In this, our latest episode of Breaking the Ice, I’ve come to the stunning realization that we have yet to format our title slide the […]
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Reviewing The Service Culture Handbook by Jeff Toister
It’s no secret if you’ve followed my blog for any length of time that I’m a huge fan of Jeff Toister. Following his first book, Service Failure, he’s […]
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On Leading and Following
This article was first published on the FCR blog on March 21, 2017. Click here to read the original. I’m not sure which job is […]
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