During training sessions, it's understandable that we often learn from positive customer service stories. They give us something to emulate, to aspire to. When we hear about companies or individuals setting the gold standard of service, we can be inspired in our own interactions with our customers. But stories of customer service disasters are also Keep Reading...
Every day we encounter case after case that require straightforward resolutions. But every [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 courtesy of Mattes once in a while, a more convoluted case will pop up that pits our Keep Reading...
Last week we took a look at a case study involving Gavin and his attempt to secure new phone service. This week we'll break down the problems of the call and discuss solutions for each of them. The over eager representative Gavin’s first representative was kind and had a strong desire to be helpful. However, Keep Reading...
Today let’s take a look at a case from real life and see what we can learn from it. Gavin recently tried to switch cell phone providers. He was very excited because the new provider he had chosen offered a better value for his money. However, when he went to activate his new service, he Keep Reading...
When you and your team are developing guidelines and parameters for solutions to customers’ needs, whose standards are you measuring by? It’s very easy to begin shaping these standards with the intention of keeping the customer happy, but it’s very easy to become distracted by other issues, like cost. While profitability is what will keep Keep Reading...
