All too often when things go astray with Customer service it is because businesses don’t have their processes buttoned up. Process is like air – you don’t appreciate it until you don’t have it. I can remember working in a business that had a determined batch of...
There are only so many hours in the day – or so the busy business folks lament. I have found myself over-committed and without the time I wish I had to get everything done each day. I remember when I got my first big promotion, and I was...
The team is the lifeblood of amazing Customer service. The stakes for hiring and training the right team “on the ground” are extremely high, because you can have the most amazing product and talented leadership, but without the right Associate base,...
Sometimes your Customer service is just plain bad and you have to deal with it. I can remember taking over a piece of business in a large metro area many years ago. This was one of those struggling locations we have all encountered – some call them...
The first Monday in September has been designated as a day to celebrate the contributions of American workers to our prosperity and success. It is only fitting that we take the time to consider how we can help this amazing workforce to be even more productive and...
Customer service doesn’t live in an office, a book, or a manual. It lives in each one of us and our teams every minute of every day. We cannot set up a list of must-dos for our teams, and then walk away and allow them to execute. If it worked...
