KateNasser.com

CSRs and TSRs get tunnel vision in stress or the daily grind. Yet our future is behind every customer. Our vision must see it. Here is a 9 point call to greatness for leaders to inspire the best customer service. Posters and cards of this will be available in a few weeks.

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!

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.

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!

Customer service and tech support leaders often ask me how to respond to team members who ask: “Why must we treat customers better than they treat us?” You might think this is a cry for fair and equal treatment. Some of it is. The rest is envy. Build fulfillment with these approaches to squelch this debilitating feeling.

When you get frustrated with customer behavior, are you tempted to respond badly? Call centers, contact centers, customer care teams, technical support departments — here is the antidote to your frustration! Here are 7 common situations and simply great choices.

Ever asked your customer service reps what do the customers think is a great experience? They hear their honest opinions and can tell you “What’s Our Super Glue of Customer Experience?” Here are 7 results …

The 12 Most Universal Customer pleas to change customer service. People-Skills Coach Kate Nasser offers specifics to boost customer experience forever. Add #13 and join this movement to improve universal customer service.

Managers use this list to guide new employees on why the customer is always right & how to serve them well. The issue is not right/wrong — it is respect for insight and beyond. Read more …

In customer service, what you picture you create. To deliver the best customer service or technical support, use the picture this airline rep in this story created. Here’s the true story and the lasting message of customer service inspiration.

Leaders, know the difference between the customer experience and managing the customer experience. This oddly humorous Bath & Body Works story illustrates what happens when you don’t and how to deliver great customer service.

Enthusiasm and a positive attitude are essential in sales & customer service. Too much can repel. Before you take off on an exciting ride, read this …