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The essence of emotional intelligence (EI) becomes this fail safe guide to the ultimate customer experience & service. How well does your entire organization use EI to secure the brand reputation of WOW.

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?

Leaders, data and objectivity are valuable until they block connection with employees & customers. When does this occur? Here are 8 sources of this engagement obstacle from The People-Skills Coach™.

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.

Leaders, when employees lack of knowledge and lack of initiative converge, customer experience suffers. 5 most common places to resurrect initiative and rescue all from the power of ignorance.

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 …

CIOs, the threat to IT customer service is not technical mindset – it’s blocked teamwork. Customers want productivity: prevent problems or unite to solve. Consider these 3 blocks and how to remove them.

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.

Workplace relationships can sometimes be damaged or enhanced with just ONE word. In this case leaders, consider whether you would rather be “deserving” or “entitled”. What’s your vote?

Do your CSRs, agents, reps, ask “How’s my service so far?” during the call or online chat? Corporations, social media is engaging your customers. Are you? This one simple question changes the course of your brand.