On mounting a rising ground, which brought the figure of his fellow-traveler in relief against the sky, gigantic in height, and muffled in a cloak, Ichabod was horror-struck on perceiving that he was headless!–but his horror was still more increased on observing...
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...
