In the business of customer service, the customer is central to everything that we do. Customer service is about making a positive difference in the lives of customers. Real world story: If you’re like me, then you’ve probably had your fill of bad customer service...
When was the last time you had such an exceptional customer service experience that it left you saying, “ WOW”? Real world story: It was yet another business trip. Due to the massive amount of travel I’ve been doing lately, I’ve started turning on my autopilot. I make...
Are your service agents’ day-to-day tasks too out of touch with people and, thus, they treat all customers as tasks and not real people with real needs? And has your customer service strategy begun to rely more and more on technology to help with your customers? Real...
“Sorry, I can’t help you because this isn’t my department.” How many times has a customer service agent given you this excuse? And how many times have agents simply transferred your call or walked away from you without any additional help or explanation? A business...
We live in a lonely world. We share the planet with billions of people, and we see hundreds around us on a daily basis. Yet we are not connecting with our fellow man. We walk next to one another on the street, stand closely in elevators, sit tightly on buses and...
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