A Service Comparison

Customers patronize many different companies, some small, some large.  But customers do not differentiate between them when comparing their experiences as customers: every company is measured against the performance of all the rest.  This means it is especially important for us to not only compete against our marketplace competitors, because every industry is our competitor Keep Reading...

Maintain a Positive Outlook Like This

Customer service can grind us down as we go through case after case.  However, we do not have the luxury of allowing ourselves to be any less fresh or positive for one customer than another.  But what can we actively do to ensure that we can brush off the tough cases and maintain our positive Keep Reading...

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...

Want to Improve Service? Improve Phone Manners

Even as more and more service issues get routed through digital channels, interaction with customers over the phone is still at the very heart of customer service.  A lot of providing that service relies on the extensive training representatives get on both the company and its products and the adoption of the corporate culture.  However, Keep Reading...

Correcting Course: Saving Cases That Are Going Sideways

"That is why, no matter how desperate the predicament is, I am always very much in earnest about clutching my cane, straightening my derby hat and fixing my tie, even though I have just landed on my head." - Charlie Chaplin [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="" Keep Reading...