Blog
Barbara’s Blog
Follow
Subscribe
BAD scripts = MAD customers!
We’ve all had it happen. We’re talking to a customer service agent, for a few seconds only, before we realize that we’re talking with a robot. The agent is obviously reading from a script, so he’s truly not listening. As customers, this is maddening to us. As...
BAD Customer Service – It’s Everywhere!
Have you noticed customer service lately? Let’s face it. Customer service is B-A-A-A-A-A-D, no…wait a minute. Customer service is terrible — everywhere. People are so accustomed to getting lousy service that when they are treated well, they are often surprised and...
Part II — Customer Service Scripts: Help or Hindrance?
Last week, we discussed the importance of developing and implementing customer service scripts, guidelines and protocols. These help to ensure that everyone in your organization has buy-in and is held accountable for infractions. This week, we discuss how to make...
Customer Service Scripts: Help or Hindrance?
As a customer service consultant, I get asked about customer service scripts all the time. I'm often asked, "If I 'make' my customer service staff use a script, won’t they sound robotic?" The answer is...complex. I grew up with a father who was in law enforcement for...
How Secrets Can Lead to Lost Money, Respect and Customers
Situations in which secrets harm others happen more than we realize. And when do we finally hear about them? When it’s too late. Of course, some secrets are meant to be kept, well, secret. So how do we know when to keep a secret and when to let it out of the bag?...
Let’s Talk About Your Event
