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Do your service agents put your customers through a workout?
Have you ever visited a business and experienced so much frustration with its employees that you felt like you were put through a rigorous workout? And it takes one employee only to ruin your customer experience. A colleague shared the following story with me. Real...
How to avoid the “Is Anybody There?” void in your customer service
You enter a restaurant for the first time. You look for a human or some sort of sign to tell you to wait or to be seated or to seat yourself. Instead, you are greeting by a void of uncertainty. Is anybody there? Real World Story: I cannot explain why the above...
Does Your Customer Service Program Include an Employee Recognition Strategy?
As we conclude international Customer Service Week, it would serve us well to consider whether or not your customer service program includes ongoing and consistent recognition of your employees. Like our customers, employees who are happy will remain loyal and...
Delivering Exceptional Customer Service Takes Function and Purpose
Many service agents in the field of customer service get stuck in the belief that complying with the functions of their job description equates to an exceptional agent who delivers great customer service. But this can’t be any further from the truth when they neglect...
Exceptional Customer Service Comes from the Inside Out
Customer service is about people interacting with people. So it stands to reason that how your customer service team interacts and treats one another is a telling sign of how they treat your clients and customers. Real world story: Have you ever been in a store and...
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