Core Values

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Celebrate National Customer Service Week

[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Image by nyphotographic.com Did you know that this week, October 3-7, is National Customer Service Week?  It is!  And this means that we have a perfect opportunity to refocus our Keep Reading...

Business, Core Values, Customer Support Best Practices, Events, Uncategorized|
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A Customer’s Favorite Word: Yes

Whenever a customer encounters anyone from your business, what do they want to hear?  In simplest terms, they want to hear “Yes”.  If a customer has a need or a want, hearing “Yes” not only meets their immediate expectations, it also makes them feel special.  Customizing the customer experience for the needs of each individual Keep Reading...

Business, Core Values, Customer Support Best Practices, Employees, Uncategorized|
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Setting the Standard: Find Inspiration In These Cases

Reading inspiring customer service stories are an excellent way to focus our efforts on wowing our customers and remind us to connect with them whenever possible.  Here are three such stories. The first involves a customer by the name of Kelly Kinkel.  She had purchased a coat from online retailer, Zulily.  However, when it arrived, Keep Reading...

Business, Core Values, Customer Support Best Practices, Employees, Setting the Standard|
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Can You Answer My Question?

Have you ever browsed a catalog or a website and had a basic, maybe frivolous question about an item?  Did you call customer service for assistance or did you try to come up with the answer on your own?  Chances are, you did the latter, and your customers may be as well.  But being a Keep Reading...

Business, Core Values, Customer Support Best Practices, Employees|
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Becoming the Standard: L.L.Bean

Just over 100 years ago, Leon Leonwood Bean began what we today know as L.L.Bean, a company with one of the most well-respected reputations for outstanding customer service.  But how does a company exist for over 100 years and maintain this stellar reputation, especially when it began with an utter failure of its first product?  Keep Reading...

Business, Core Values, Customer Support Best Practices, Setting the Standard|
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Owning the Monkey in the Year of the Monkey

Gong Xi Fa Cai! Yesterday ushered in the lunar year of the monkey which aligns perfectly with our core value of Owning the Monkey. "We own our challenges, and provide holistic, well-rounded solutions." As individuals and as a company, we believe that instead of putting the monkey on someone else's back, you take that monkey, and you Keep Reading...

Business, Core Values, Customer Support Best Practices, Employees, Setting the Standard|
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Kaizen and Continuous Never Ending Improvement

Join us for a short walk down Kaizen Road where we'll explore a recent journey we had in rolling out new case queue stats... One of our core values is Kaizen, the practice of Continual, Never Ending, Improvement. When we train customer support teams and managers, we often talk about the reports that matter most being Keep Reading...

Best Practices, Cases, Core Values, Departments, Reporting, Reps|
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