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How to turn mundane customer service into an exceptional customer experience
I’ve been traveling a lot recently and have been experiencing a plethora of customer service people. To this day, I’m still amazed by the wonderful feeling of being greeted immediately with a smile. A welcoming smile makes me feel great and sets a positive expectation...
How to increase staff engagement to improve customer service
en•gage•ment (ĕn-gāj’ment) — the act of participating or being in a state of participation; being in gear; meshed. I recently read the most current study about employee engagement. In a nutshell, the report from Modern Survey revealed the following results: 23% of...
Delivering Gold Standard Customer Service to challenging or impaired customers
Real World Story: On the news recently, the media reported an incident in which a United Airlines flight made an unscheduled, early landing in Salt Lake City in order to kick off a family with an autistic child who was being disruptive. You can pick up the story on...
Does your customer service involve a communication plan?
No organization can thrive if it doesn’t communicate effectively with its employees or with its customers. Internally, without communication, staff members make up stuff, which feeds into gossip, which turns into negative rumors. This in turn, creates bad morale,...
A BAD lesson in allowing technology to replace human interaction in customer service
Am I alone in thinking that technology is slowly taking over human interaction? We are perfecting computer code that can anticipate and target our likes and dislikes, software that emulates and extrapolates from the work of master painters, and apps that use...
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