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Don’t make customers repeat their issue twice – First Contact Resolution
As leaders, we’re constantly seeking ways to improve satisfaction, reduce frustration, and increase loyalty. One of the most impactful strategies is adopting a culture that prioritizes First Contact Resolution (FCR). This doesn't just mean resolving issues in a single...
When Silence Isn’t Golden: A Lesson from a Shipping Delay Gone Wrong
A few months ago, I ordered a gift online with plenty of time to spare — or so I thought. The delivery date came and went, with no package, no tracking updates, and no proactive communication from the company. After reaching out, I received a generic response that did...
Building Trust When the News Isn’t Great
Bad news is never easy to communicate — especially when customers are already feeling exasperated with business changes. In times of change, your approach can either strain the relationship or strengthen it. One of the most effective strategies for building trust...
Social Media Responses in Customer Service
Customers are turning to social media more than ever to get help with issues, which can send social media managers into panic mode. But instead of seeing complaints as a headache, think of them as a chance to show how professional, responsive, and trustworthy your...
Beware: The Towing Trap That Could Cost You $480!
Imagine parking in what appears to be a public lot, only to return and find your car gone—towed without warning and costing you nearly $500 to get it back. That’s exactly what happened to me at the Courtyard by Marriott in El Cajon, CA, and I’m not alone. This is a...
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