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From the customer’s perspective, exceptional customer experience comes from exceptions to you standard procedures. Here are 3 questions to determine how agile your teams are.

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.

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.

If you have been working in government and now in the business world, shift your lens to what for-profit companies expect and do a new take on customer service. Here are the 5 essentials of customer experience from The People-Skills Coach™.

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.

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 …

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.

A recent expose on CBS Sunday Morning highlighted the derogatory names that companies use about their customers. As I watched with sadness and wonderment, I began to write this post about THE threat to superior customer experience. I welcome your insights as well as shout outs about companies that do deliver!

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.

Leaders: What does your customer experience survey tell your customers about your philosophy? Consider this super opportunity to improve it with these 6 changes.

10 lessons learned from customer sevice and care gone wrong with a toxic perfectionist eye doctor. Wait until you read this. I couldn’t make this stuff up. Add your healthcare customer experience insights!