Businesses’ New Battle Ground

As customers' buying behavior rapidly changes, businesses are constantly encountering new competitors.  It used to be that brick and mortar stores predominately competed with other brick and mortar retailers, but online retailers are increasingly competing for customers' attention and dollars (and vice versa) as the lines between the two categories blur.  So what can companies Keep Reading...

When It’s Too Much Help

Have you ever contacted Customer Service and been connected with a representative that is too eager to help?  If so, you'll know that having someone who is overzealous in their approach to help can backfire just as much as someone who is unmotivated to help. Lisa had a problem with a piece of electronics, so Keep Reading...

The Hidden Beauty of a Complaint

“Failure is only the opportunity to begin again, only this time more wisely.” - Henry Ford In our world of customer service, we are understandably focused on keeping our customers happy. We work tirelessly to create good policies, hire and train good employees, and treat our customers well. It's easy to perceive complaints from loyal Keep Reading...

Share These Teachable Moments

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...