“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...
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...
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...
Real World Story: During a recent business trip to India, I read a customer service article in a local newspaper that gave specific leadership tips that I believe can be applied to all companies (The New Indian Express, Monday, July 3, 2017, Talent Management in...
Real World Story: I just spent the last 10 days in southern India. During this second time that I’ve visited this country, I paid particular attention to the customer service at a variety of establishments, including hotels, entire villages, and even a world-renowned...
