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 [...]
Customer Service Delivery – What media?
The #custserv chat this week posed the question “Interacting with your Customer: Text? Voice? Video?” Unfortunately, I didn’t participate (my evenings are normally reserved as family time) but I did get a chance to review some of the discussions. One comment from Ted Coine really resonated for me : One channel or 12, you’ve got to get #custserv [...]
Why are customers leaving?
Why do customers leave? There are many reasons why customers leave, and usually it isn’t for only one reason. But have you asked yourself if your customer service is a contributing factor ? Or maybe it’s the lack of customer service … As a business owner, executive or manager of an organisation, how do you know [...]
I Didn’t Even Have to Ask (on Customer Service)
This a great customer service story at Home Depot! I Didn’t Even Have to Ask (on Customer Service). You may remember my post on my horrible customer service experience at another Home Depot location (Home Depot Customer Service). Can the manager in this article be transferred near me? Better yet, he should train others. It [...]
Leaders are Responsible for Customer Service
Someone sent this link out via Twitter a few days ago and unfortunately, I don’t remember who. No matter who it was, thank you! This post is a must read for anyone involved in customer service or experience efforts but even more importantly for the leaders of the organisation. Customer Service is a Leaders Responsibility [...]
