When I consult with clients who are seeking to improve their customer service, a typical on-site visit might last anywhere from two to five days. It only takes a couple of hours, however, for me to glean whether or not a strong customer service is embedded in the company's "DNA." By listening to calls, interviewing […]
Get to the HEART of Customer Service // ILS Newsletter: September, 2010 New on YouTube 5 Core Principles of Customer Care 5 Keys to Implementing a Successful Customer Service Strategy 1/5 — Lead and Inspire Engineering Your Next Sale: Salespeople in the Feedback Loop By Seth Brickner You understand the importance of keeping your pipeline filled with your […]
The recent article You Messed Up-Admit It in the Gallup Management Journal focuses on rebuilding trust and credibility when an organization has made a mistake. The author makes the important point that, just as in successful interpersonal relationships, businesses need to take ownership of their mistakes, accept the responsibility associated with those mistakes and take […]
I'm sure by now most of you have seen the article, "Stop Trying to Delight Your Customers" in the July-August issue of the Harvard Business Review (pp. 116–122 if you read it the old-fashioned way). In the article, Dixon, et. al., report on their 3-year survey of more than 75,000 B2C and B2B customers about […]
E-gads, yikes, OMG, gasp…my FitBit is broken! In the last year, I've grown to love my FitBit. For those of you who aren't aware of what a FitBit is, it's like a pedometer on steroids. It tracks my steps, tracks my sleep length and quality, synchs with my PC, analyzes my food calories and nutrients, […]
Every company at some point (and ideally on a regular basis) puts its front-line staff through customer service training. And that's as it should be. These employees are in direct and continuous contact with customers of the organization, and it's essential that they have the skills, knowledge, and motivation to provide excellent service. But what […]
I'm a little behind in my industry periodicals reading. (I don't suppose you can identify with that.) Anyway, I came across an interesting article in the May 2010 issue of ASTD Training & Development magazine by Barbara Carnes called "Manager: The Forgotten Training Partner." I had to laugh when she described a "typical scenario" about a manager […]
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