Author Archive
10 Tips to Successfully Outsource Customer Service
I’m not saying that companies should outsource their customer service operations. But, we have to admit that some do and will continue to do so. Furthermore, in some cases it may actually be a good idea when done right. I worked for a number of years managing customer service teams for a large multinational outsourcer. Based [...]
Five Ways to Increase Customer Loyalty
We often speak of customer loyalty as the holy grail in customer service and marketing. But, does it really exist today? I really don’t think it does. However, it is possible to get to some approximation of loyalty. We can ensure that our customers’ experience with our organisations do more than meet their expectations. We can also [...]
Do You Make These Mistakes When Looking for Customer Feedback?
So, you’re the president, CEO or an executive in your company. You probably wonder now and again what your customers are thinking. Maybe you’d like to know what your customers want… I sure hope you do! How else can you lead the company if you don’t have a clue about what your customers want and [...]
Getting to the Root of the Issue
When is a customer service issue not really the problem? When the root cause is elsewhere. Sometimes complaints about customer service aren’t really an issue that the customer service “department” can solve. There are times when problems originate upstream. For instance, when a client escalates or complains because it’s taking a long time to fix [...]
I Quit! Really!
I quit! Yes, I quit smoking a few days ago. After being a pack a day smoker for many years, I know that there are also side-effects to quitting. (It also isn’t my first try.) [Before you leave, I assure you that there is a segue to customer service here; bear with me a little [...]
