Is Training Hopeless for Some Reps?

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One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect the guilty.

Are some reps beyond training | Blue tissue boxMy colleague walked into an office building for an appointment and when she approached the reception desk to sign in, she was greeted by the receptionist. The colleague had just gotten over the flu the week before and had a small, irritated area at the base of her nose. As she began to grab the pen off the counter to sign her name, the receptionist barked at her, “You’re going to have to wipe your nose before I can let you sign in.”

My colleague was taken aback. She took a deep breath and replied, “It’s just a small scab.”

The receptionist said, “Oh,” and then looked back down at her desk.

This interaction fails on so many levels that it’s difficult to even list them. Read More

Faces of Customer Experience: Ali Banks


Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes […]

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From the Archives: Losing a Customer Means…

If I Lose A Customer | Bottle In Desert

…we have failed. Failed to listen closely enough. Failed to communicate effectively enough. Failed to provide enough value. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look […]

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Improve Millennials’ Experience with a Targeted Loyalty Program

Loyalty Programs Millennials | Group of students looking at their phones

Guest Poster: Kristen Gramigna Kristen Gramigna is Chief Marketing Officer for BluePay, a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. _______________________________________________________________________________________ Building a base of loyal customers can be one of the […]

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A Quick Customer-Facing Communication Checklist

Customer Communication Checklist | Hand with pen and check boxes

At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost […]

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Faces of Customer Experience: Richard Shapiro

Richard R. Shapiro_10.26.11

Meet Richard Shapiro! Richard loves being involved in an industry that has a direct impact on improving customer service for us all. As President of The Center For Client Retention, he has a clientele of Fortune 500 companies and small businesses who rely on his firm’s research and consulting to improve the customer experience. As a […]

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Monthly Mash and Talk Isn’t Cheap

Monthly Mash Talk Isn't Cheap | White speech bubble with talk on it

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 34: August 2014 Thoughts on the Customer: Talk Isn’t Cheap We flew a bargain air carrier this past holiday weekend and got to experience first hand a customer journey where the customer […]

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