I'm inspired. I want to be a HERO, but not just any kind of hero. I want to be a Highly Empowered and Resourceful Operative. I learned about this cool designation from a Harvard Business Review article (July/August 2010) by Josh Bernoff and Ted Schadler entitled "Empowered". In the article the authors described the way employees at companies like […]
Get to the Heart of Customer Service // ILS Newsletter: August, 2010 New on YouTube 5 Core Principles of Customer Care 5 Keys to Implementing a Successful Customer Service Strategy 1/5 — Lead and Inspire Developing a Customer Experience Strategy in a Cloudy World By Malcolm Carlaw Featured in TSIA’s quarterly edition of Inside Technology Services. […]
My co-worker, Monica Postell, wrote a blog post a few months ago called 5 Tips to Improve Service for Your Customers. I love that post for a number of reasons, one being the fact that it features our cultural change hero, the HEART ModelTM. In the spirit of continuously improving customer service, here are another […]
I saw a blog post a few days ago titled "Unexpectedly Awesome Customer Service from Brenthaven." It got me thinking in a new way about an old concept: customers' expectations about the kind of service they'll receive from a given company. As consumers, we've come to expect the quality of products to be truly outstanding, […]
For as long as I've done customer service training, clients have asked for guidance on how frontline employees can best manage their time and tasks. Never has this issue been more urgent (and confusing), however, than in the last year or so. With nearly universal adoption of technology such as Instant Messaging (IM), opt-in alerts, […]
Years ago, a mentor told me that she never buys from someone who doesn't ask for the sale. It was an off-the-cuff remark, but it turned into a powerful lesson for me. At the time, I was just learning how to make sales calls—and how to overcome the associated nervousness. This casual comment somehow bolstered […]
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. So, my recent travels have reinforced the […]
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