While watching the Oscars last Sunday, I was riveted by the attention given to the celebrities who walked the red carpet. The media swarmed around them as hundreds of thousands of people lined the streets for a glimpse. All watched attentively these “special” people...
What’s better than joining the MileHi Club? Listening to Barbara Khozam’s interview by Greg Giesen on MileHiRadio.com, that’s what! Don’t miss this humourous and insightful interview about today’s prevalent BAD Customer Service, hosted by Greg Giesen and Dr. Allison...
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...
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...
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...
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...
