Posted in Customer Service, Hot Topics and New Bits, IT
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.
Posted in Customer Service, Hot Topics and New Bits, inspiration
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?
Posted in Customer Service, Hot Topics and New Bits, IT
To give a WOW customer experience, you must care enough to think outside your own company perspective. A recent experience with Cablevision illustrates the risk of tunnel vision and how to fix it.
Posted in Customer Service, Hot Topics and New Bits, inspiration
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.
Posted in Customer Service, Hot Topics and New Bits, IT
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.
Posted in Customer Service, Hot Topics and New Bits, IT
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!
Posted in Customer Service, Hot Topics and New Bits, IT
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.
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 People Skills, Soft Skills, Teamwork
The HR Director in a large prestigious law firm and the Legal Practice Administrator wanted better relations between the super educated brilliant attorneys and support staff. Here’s how we turned demoralized support staff into high achieving team players.
Posted in Customer Service, Hot Topics and New Bits, People Skills, Soft Skills
The 12 Most Universal Customer pleas to change customer service. People-Skills Coach Kate Nasser offers specifics to boost customer experience forever. Add #13 and join this movement to improve universal customer service.
Posted in Customer Service, Hot Topics and New Bits, People Skills, Soft Skills, Teamwork, Training
Are your technical support team facing organizational or operational transitions or pressured initiatives with clients? Keep teamwork and client service strong during the toughest times with special attention to …
Posted in Customer Service, Hot Topics and New Bits, Sales
Corporate leaders, managers, & business owners, increase customer loyalty using a Gestalt customer service and technical support philosophy. The reasoning & steps — make sense! Read more …
Posted in Customer Service, Leadership, People Skills, Sales, Soft Skills
Most know that great people-skills deliver more professional success. It can help you in your life too! Here’s a short true funny story to inspire you, your teams, and those you are developing. Read more …
Posted in Customer Service, Hot Topics and New Bits, inspiration
Think back to every customer service type job you ever had — even part time summer jobs or holiday stints. Here’s what customers contribute to your (individual) future! Read more …
Posted in Customer Service, Hiring Talent, Thriving in Change
Leaders tout innovation key to success in this decade. That has to include innovation at the front line of customer service and technical support. Are your front line team empowered to innovate and adapt to diverse customers’ needs? Read how …