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...
Have you ever dealt with a company where you’ve felt you are rolling the dice on how policies will be implemented? If so, you’re not alone. And neither are your customers. Talk to any group of people and you will be inundated by stories that sound like this: I was confused about a particular product, Keep Reading...
An organization, no matter how well designed, is only as good as the people who live and work in it." -Dee Hock We’ve spoken a lot about extraordinary examples of customer service that make the news, but it’s as important (if not more so) to celebrate the daily occurrences of service done right. When a Keep Reading...
Working in customer service often means dealing with angry people. Unfortunately, these angry customers will often direct their anger at you, personally. Burn out from the stress of this constant exposure to anger is very common in our industry, but there are steps you can take to inoculate yourself from the stress and strain of Keep Reading...
John Nordstrom came to America at the age of 16, and after travels across the country, fortuitously found himself the co-owner of a shoe company in 1901. Three of his sons, Everett, Elmer, and Lloyd joined their father in the family business. The store experienced great success and growth over the years and eventually added Keep Reading...
In business, and especially in customer service, one of the most important skills to have is that of listening. It is an old cliche to say that you have two ears and one mouth, so you ought to do twice as much listening as you do talking. But what does it actually mean to listen? Keep Reading...
