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In the battle for customers, do your company’s pre-designed customer experience metrics close the door to the customers’ true opinions & repeat business?

There is one customer service recovery moment where many leaders, teams, and reps. falter. Here’s the trap, the reasons, the risks & a winning path to success for customer service, customer care, and technical support organizations.

Every service function has certain structure & limits. Yet when customers experience useless hoops to jump through they jump ship. Here’s how to keep ’em.

Generic routine service and rigid adherence to process kills customer experience. Here’s a patient experience story that offers 6 easy lessons for all service teams.

Customer facing employees, service reps, and technical support reps often feel torn when customers’ criticize and complain about their service teammates. There is no need to be stuck in the middle. Here are 3 key reminders to generate a winning response and re-secure loyal customer connections.

Leaders and experienced reps all know that speaking jargon can kill a customer experience. Moreover, listening w/ jargon can kill the relationship! Two short stories from The People-Skills Coach™ illustrate the true impact and how to avoid the blunders of jargon Jabberwocky.

A 2012 American Express customer service barometer shows how important civility is to modern day customer experience. If you doubt it like some, you may be betting against the success of your business. 3 key points to consider …

Whether you are leading an IT Global Service Desk, a BPO contact center, or a non-technical customer service team, to deliver great customer experience, treat reps like adults not children. Start with engaging them in self-assessment and see the ownership and performance soar!

Leaders, do customers experience superior customer service you promise? To say yes, you must be sure that every team member is attitude ready! Here’s a checklist.

Reps, agents, & managers bad behavior choices w/ customers are often rooted in psychological issues. The damage to the customer relationship is dramatic and thus worthy of your time and attention. Here are 4 commons ones & how to overcome for super customer experience.

Super customer experience comes not from procedures but from awareness of customer perspective & delivery to it. 3 key insights to be in harmony with customers!

In this age of instant information, customers define a super customer experience partly as quick access to info. Are your front line teams ready? Are your agents and technical support analysts all tooled with information? Here’s a checklist.

The future of customer service and super customer experience lies in seamless collaboration within a company. C-suite executives are starting to see this. Customer service managers — are you ready?

Job candidates for customer service & care that use the phrase my pleasure & no problem can shine. If you understand what these phrases really mean, you will not mistake it for selfishness. Hire this natural talent for super customer experience & self-sustaining morale!