Unleashing the Power of Customer Care
Do we know who are customers really are? Do we know why they really buy from us? Do we know what their needs and desires are? Do we know what…
VU Resources
Creating Value
If you shifted your focus from creating profit to creating value, odds are that you would create more profit than you are creating now. A radical notion? Not really. Companies…
No Time or $ to Train Your Team? Make the Most of ‘Teachable Moments’
Employees suffer from the stress of the worry and of the extra workloads they carry. That stress affects their relationships with each other and, of course, the experience they provide…
Customer Care in the Technology Age – Part 1
Like it or not the Digital world is here to stay. Customers are letting us know that, in many cases, they prefer self-service! Many are fed up with the poor…
Customer Care in the Technology Age – Part 2
In Part 1 of this article, I began to tell you about some of the ways to deliver customer caring in this age of technology. I put forth my opinion that technology,…
Giving Thanks
The holidays can be a time of both joy and stress. I encourage business leaders to create a regular “practice” of creating feelings of joy that reduce stress – both…
Thanksgiving Dinner as a Customer Care Model
Have you ever noticed that Thanksgiving dinner is the ultimate in service experiences? From the strategic planning of the “operation” right down to “delivery and implementation,” each step is carefully…
The Power of Saying Thank You
One of the most powerful customer service (and sales) tools is a sincere “Thank you,” yet so often we neglect to do this. Feeling appreciated is a motivational human emotion…
Rebuilding Trust
We know trust is a key element in customer satisfaction. Is there anything CSRs can do to re-gain trust from a customer once it has been damaged or completely lost?…
The Two “R’s” – Recession and Resilience – Which Will You Choose?
Psychologists studying stress in the workplace have done over 400 studies on “Resilience” and what keeps individuals in a company healthy despite adversity. Here is a summary of their findings…
