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Great contact center reps and agents spend most of their time saying yes and delivering resolutions to customers. However, sometimes they must say no. There is a secret set of steps for doing that well. Image by Frederic Gombert via Flickr Creative Commons License. Great Contact Center Reps Know How to Say No Most of […]

Leaders often focus on numbers and spreadsheets but this doesn’t inspire. Great leaders bring numbers to life for easy employee engagement breakthroughs. Leadership insight from The People Skills Coach™.

Leaders, true customer experience leadership breeds employee initiative even empowerment. Hold the reins too tightly & loyalty to your brand suffers.

Great patient customer experience requires medical care AND non-medical aspects of care! Here’s a true story of a slam bam mammogram fr The People Skills Coach™ that teaches much about care.

Do the questions in your customer experience survey say you are truly customer focused? Surveys don’t just gather information; they send a strong message about your brand. Here’s an easy experience lesson to glean from a tale of two surveys.

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

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?

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

Experts are saying this is the customer experience economy. Whoever masters it, will outperform their competitors and capture the customers’ business. Flexibility is one component. Are you ready? Read more …