The Direction of Your Customer Service Improvements
I was working with a client recently that was in the early stages of improving their customer service process. They felt the need to improve the process because a couple of their competitors were making a big noise in the market about their customer service teams and their customer service programs. The situation was becoming [...]
Understanding the Irate Customer
When dealing with an irate customer, how does your team manage the resolution process? Customer frustration and dissatisfaction is often manifested through emotional channels–anger, rage, raised voices, nasty words. While the real issue may not be as emotionally charged, it usually is displayed this way because too many businesses have conditioned their customers to openly display their unhappiness to be heard, seen [...]
Business Growth and The Engaged Employee
Too many businesses are obsessed with this desire to grow sales instead of an obsession to improve revenues. The favorite investment of choice for this growth strategy is sales, marketing, and social media. Invest in new customers. Invest in new relationships. Invest in replacing the customers and employees lost because the company did not know how [...]
Where You Spend Your Money
Where I spend my money is not defined as much by what I need as by what I want. When it comes to spending money, I have plenty of choices. Whether I need clothes, food, a new car, a flight, a new place to live, the defining criteria is not what I need. The criteria [...]
