Posted in Customer Service, Hot Topics and New Bits, IT
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 …
Posted in Customer Service, Hot Topics and New Bits
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.
Posted in Customer Service, Hot Topics and New Bits
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.
Posted in Customer Service, Hot Topics and New Bits
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!
Posted in Customer Service, Hot Topics and New Bits
Leaders, are you planting deep roots to grow customer loyalty or trying to conquer w/ a veneer of customer care? Real life examples from The People-Skills Coach™.
Posted in Customer Service, Hot Topics and New Bits, Leadership
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!
Posted in Customer Service, Hot Topics and New Bits
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.
Posted in Customer Service, Hot Topics and New Bits
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?
Posted in Hot Topics and New Bits, Humorous Insights, Leadership
Leaders, in the workplace we have multicultural teams, virtual technology, global reach & still ineffective meetings. Here’s 8 reasons from The People-Skills Coach™ to try a meeting of the minds instead!
Posted in Customer Service, Hot Topics and New Bits, IT
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.
Posted in Customer Service, Hot Topics and New Bits, IT
Do your teams think of their burdens or the customers? The answer says alot about your customer experience culture! Build a super customer experience culture by eliminating these 21 customer burdens of uncertainty.
Posted in Customer Service, Hot Topics and New Bits, Listening Power, Sales
Leaders: What does your customer experience survey tell your customers about your philosophy? Consider this super opportunity to improve it with these 6 changes.