service desk

Customer Service: Be a Buoy

Customer Service: Be the Customer's Buoy Image is a buoy.

Customer service is not about giving help. It’s about being the customer’s buoy. 6 ways fr The People-Skills Coach™ to buoy your customers and yourselves!

Customer Service Guest Post – 15 Essential Beliefs for Excellence

Customer service excellence: Image is mind thinking.

This guest post I wrote for Desk.com blog offers 15 essential beliefs for excellence in customer service & sales. Our actions follow our beliefs. After you read these 15, add the beliefs that have led you to success with your specific customers!

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Customer Service People Skills Create Profitable Connection

Customer service people skills: Image is Hero

Customer service people skills are a gold mine of success. People do business w/ those who honor, respect, & value them! Think of yourself as the customer. Isn’t this true? Tips fr The People-Skills Coach™.

Leaders Customer Service: Primarily Change or Status Quo?

Image: S Shape Signifies Change

Leaders customer service is all about change. Every single customer call is to change the current situation to one more satisfying. Even a purchase is to change something in their work or life. Do you lead & engage all in this vision?

Superior Customer Service: Remove the Threat of One Phrase

Mislabelled Personality Conflict: Image is cracked eggs.

A popular phrase used today by customer service leaders and business owners threatens the integrity of our service profession. Here’s a winning alternative fr The People-Skills Coach™.

How Leaders Retard Customer Service Excellence

6 ways leaders unknowingly lower the bar of service excellence in customer care & IT technical support. Insight and solutions from customer service maven Kate Nasser.

CIOs: IT Customer Service Quality Requires Partnership

Once again, from my work with information technology (IT) teams, I am compelled to write about leaders risking quality service with the risky thought of delivering support via email only. Some claim it increases quality by avoiding tone of voice and increasing audit capability. Yikes! U-turn from this thinking. There are at least 3 damaging effects.

Super Customer Service Experience: Beliefs to Remember

Excellence: Image is Good Better Best Excellence

Delivering super customer service experience starts w/ beliefs of the most human expectations. Here are 5 essentials fr Kate Nasser, The People-Skills Coach™. What would you and your teams add to this list?

Super Customer Experience: What Do We Want Them to Feel?

When agents, reps, & CSRs ask how to stay positive when customers take advantage, it’s time for leaders to establish a culture of super customer experience. Here’s the question we all need to ask to do just that!

The Heart & Core of Super Customer Experience

When a company operates from its heart to the the hearts of its customers, it’s likely to deliver in an outstanding way. Then why isn’t there more super customer experience and service? How can we ensure that customer care radiates in every moment? Explore these 5 ways during this National Customer Service Week.

The Emotional Intelligence That Feeds Super Customer Experience

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.

Leaders, Can You Ace This Customer Service Recovery Moment?

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.

Customer Experience Bliss: Beat Ignorance w/ Initiative

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.

Customer Experience: Using Jargon Requires Huge Leap of Faith

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.

Onsite IT Customer Service Proximity Can Divide Unity

CIOs, IT directors, and technical support managers of many companies face one universal challenge — cross teamwork between the front line service desk and onsite support. Here are 4 critical steps to meeting this challenge with great success!

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