3 Observations From The Eye Of A Customer Service Twitter Storm
When a customer tweets me directly to report that they are receiving poor customer service, I listen–all the more when they copy my boss on […]
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2 Ways To Even Out Those Spikes In Call Volume
I had lunch with a consultant friend of mine today and we got to talking call centers. He mentioned that a client of his had […]
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Anticipating Your Customer’s Needs Creates Delight
Here’s my typical routine for my morning commute. As I approach the freeway, I survey the scene to see how long the line is to […]
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An Exercise In Continuous Improvement
I ran and completed my sixth marathon yesterday. Yes my legs are quite sore today. Thanks for asking. It was a beautiful day for running […]
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Less Quacking, More Problem Solving
We all know the feeling too well when a customer service person utters any of the following phrases: “No” “Unfortunately” “It’s not possible” “Policy doesn’t […]
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Choosing Your Attitude In 45 Seconds Or Less
I’m the sort of person who has to “warm up” when he gets to work. Failure to properly warm up can lead to a double […]
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3 Reasons Why New Employee Feedback Benefits YOUR Business
We all know feedback is a gift. We’re given an inside glimpse of something we see every day from an outside, fresh pair of eyes. We’re […]
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Monday Motivation: See The Potential In Others
A personal tidbit you may not know about me is that my dad is a pastor and has been for the last forty-five or so […]
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Awesome Teams Care For One Another
The way I am wired, I spend a lot of time worrying about whether or not members of my team are happy. As a customer […]
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Customer Service Article Round Up
With so many great articles on customer service floating around in the social media universe, it’s hard to keep up. Here is a round up […]
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