How to Effectively Utilize “The Hand-off” for Better Service Delivery

“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 associate recently relayed the following story. Real World Story: This […]

Customer Service for Small Businesses

Small businesses, especially start-ups, spend much time and energy with the essentials of raising necessary capital, meeting staff requirements, developing marketing tools, and competing for bids in competitive job markets. This leaves very little focus on customer service. But with the fervor of social media, customer service has never been more important than ever—and knowing […]

One visit, two completely different customer service experiences

Real World Story: Recently I spoke with two friends separately about a restaurant they both visited together. To my amazement, they each recounted a completely different experience from this one visit. One friend had a horrible experience from the moment she drove into the parking lot until the moment she pulled away. In her opinion, […]