Customer Service

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…

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…

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…

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…

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…

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…

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…

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…

Speed has become a differentiator between great service and even greater service. Speed and quick response need to somehow be integrated into virtually every business. People want things fast.

This may seem like a rant, because it is. The other night I was out with my wife and some friends for dinner. It was taking a very long time…