How to use Active Listening for delivering exceptional customer service

A colleague recently relayed to me a story that floored me, to say the least. Real World Story: My husband recently passed away, and I had the daunting task of having to move and cancel and transfer various utilities and home services. Unfortunately, many of our accounts were under his name only. When I called […]

R-E-S-P-E-C-T, Find out what it means to customer service

As a customer service professional, my business credo—and my philosophy of life, really—is you don’t have to like me. You don’t even have to agree with me. BUT you DO have to respect me. So what’s the difference? It’s simple. To like someone or to agree with another means finding common ground that unites you […]

The Golden Rule of Customer Service: Communicate with humans as humans

Have you ever had someone make you feeling ashamed? Now imagine it happening to you at the hands of someone who is supposed to be helping you. Real World Story: I recently surveyed a company that provides care services to homeless people. It provides free meals, clothing, healthcare, computer use, and many other similar services. […]