Author Archive
Smiling – Not Just for Customer Service
Good morning! I’m back after an extended absence due to a huge project at work. On with this post. We all know (or should) how important a smile is in customer service. We can even hear a smile over the phone. But smiling is also great for you and your colleagues! In the workplace I [...]
Merry Christmas !
While everyone is asleep, I wanted to take a moment to wish you all a very Merry Christmas! photo credit: peupleloup
Giving Thanks
Wednesday was the biggest travel day of the year in the United States. People were travelling (sometimes thousands of kilometres) to be with their families for Thanksgiving yesterday. The concept of Thanksgiving is a wonderful holiday. It is a time to thank yourself and others for what we have and, in the USA, this holiday is more important than Christmas for [...]
What do My Customers Want?
I’m sure that you’ve heard it, maybe even said it. What do my customers want? Sadly, it’s a refrain that I hear often. I hear it from sales, support, professional services, finance, management, entrpreneurs… People feel like they’re doing everything for their customers. But, they’re frustrated when they find out that those same customers are [...]
The Rules of Response – Presentation
Last year, I posted “The Rules of Response“. Since then, I’ve used it as the basis for discussion sessions with some of our customer service and professional services teams. Recently, I’ve been asked to develop and deliver “training” sessions for the more than 100 customer service employees that our company has in North America. I’ve always [...]
