Watch My Back
The other day a friend of mine ordered a grilled sandwich. When it came out it was burnt. He pointed out to the server that it was burnt and she…
Agency Operations
Online Customer Service
Just last month, STELLAService released a study which concluded that great online customer service is worth a staggering $17.3 billion in the United States. Click Shep’s photo to visit his web site.
On Duty While Off Duty
At any given time, even when we don’t suspect it, we might be creating an impression about our company, or even ourselves. And whenever it comes to dealing with the…
Top 10 Telephone Basics
This article is not just for the front line people who deal directly with customers. All of this information is applicable to everyone, from a receptionist to a CSR to…
On Being “Real”
As I think about my friends and colleagues who are successful, I see some commonalities about them. They are approachable and available. They have a bond with their customers as…
This Call May Be Recorded….
We’ve all heard this phrase as we call various companies and need to talk to sales or customer service reps. This is a great training strategy. After the call, let…
The Customer Service Bill of Rights
Recently I was surprised to read about what the city of Seattle, WA calls their customer bill of rights. It was outstanding, and we can learn quite a bit from…
Rough Economy Creates Good Customer Service Practices
As the current economy wreaks havoc on the business world, various companies and organizations recognize that the most effective strategy that works in any economy is customer service. And to…
Small Details Make a Difference
This was just a little thing, and by itself is nothing significant. But if enough of these little things are good, they add up and eventually get noticed. Conversely, so…
Sometimes They Call It Customer Service
Earlier this year I had the wonderful opportunity to work with Verizon Wireless in their call centers. Their goal is to answer the phone within a surprisingly short period of…
