5 Ways to Grow a Culture of Customer Loyalty
On average, I cross the threshold of an airplane about twice a month. Because I believe strongly that one’s experiences as a customer inform his or her ability to provide good customer service, I’m always on the lookout for whatever lessons I can glean from my travel routine.
Archive for the ‘Coaching & Supervision’ CategoryFlying LessonsDecember 15th, 2009 by Vasudha DemingExpect the Best but Don’t Forget Your PartDecember 7th, 2009 by Monica PostellIf You’re Going to Ask if I’m Pleased, Please Do So in a Way That Pleases MeOctober 4th, 2009 by Vasudha DemingYesterday, for the second time in recent memory, I had a befuddling experience as a customer that I hope won’t be (but fear might be) a new trend in customer communications. Trickle Down Stimulus Money Hits Call CentersSeptember 28th, 2009 by Malcolm CarlawLast week I was helping a workforce development company put together a proposal for a Federal Grant to train service reps for call centers. I find the program commendable and thought I’d write about it. The grant in question was the Pathways Out of Poverty program offered by the Department of Labor under the 2009 Recovery Act. The grant is targeted at low-income families entering new careers. There’s approximately $150 million available for local and national programs. Optimism at WorkAugust 4th, 2009 by Vasudha DemingWorking in my home office Friday evening, I pecked away at the keyboard, vaguely aware that I had turned on the television to provide some background noise as I finished up the week’s projects. Call Center Coaching - How Far Do Responsibilities Go?July 21st, 2009 by Peggy CarlawSomeone asked the other day if we thought they should hold their call center supervisors accountable for the performance of their teams. This is a complicated question. Poor team performance can be due to a number of issues:       |
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