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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...
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