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Research on first impressions confirms two very fundamental facts: first impressions happen rapidly and subconsciously. The old adage is true: you never get a chance to make a first impression. Because once that impression is made, our tendency towards confirmation bias means we are looking for evidence to support that impression and ignoring evidence that […]
21 Ways to Not Make a Good First Impression with Customers Read More »
Love stories in the movies, whether in the form of romantic comedies or more sentimental Nicholas Sparks-esque vehicles, have one similar device: the movie ends when the two love interests finally get together. Usually, the couple has overcome obstacles that have kept them apart — either self-inflicted or environmental — and the movie closes when
How Customer Service Training Is Like a Hollywood Love Story Read More »
National Customer Service Week is coming up next week, October 5 – 9, so we came up with 5 ideas you can use (one per day) to celebrate with your team and your customers. (Looking for more ideas? Check out our 2016 post: 3 Themes for National Customer Service Week 2016) History of National Customer
5 Ideas for National Customer Service Week 2015 Read More »
As we close out season 7 of American Ninja Warrior this evening, I thought it would be fun to talk about Ninja Warrior and customer service. The Ninja Warrior competition has a number of parallels to frontline customer service. For one, the course is ever-changing. The different obstacles require a number of different skill sets,
5 Customer Service Lessons from American Ninja Warrior Read More »
Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6th, Twitter released a Customer Service Playbook designed to convince organizations of Twitter’s importance
Is Twitter THE Channel for Customer Service? Read More »
We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. We hear about their life story, about the seven week saga that led to the order being delayed, or about how much they hate their job. It’s
TMI from Frontline Reps; It’s Deadly Read More »
In yesterday’s Monday Motivation, a Monday email sent to subscribers to our eNewsletter The Customer Conversation (link no longer active), we spoke about Walter Mischel’s famous experiment on self control and delayed gratification in children. Here is part of the email: Researcher Walter Mischel at Stanford devised an ingenious experience back in the Sixties to
Are Your Customer Service Reps Eating the Marshmallow? Read More »
A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an appointment and decided to run a few errands until she was done. In this brief trip, I was reminded of how damaging it can be to ignore customers. I was shopping
One Company’s Inattention Is Another’s Opportunity Read More »
THIS PROMOTION IS NOW CLOSED. THANK YOU FOR PARTICIPATING! The big day is finally here! Today is the official launch of Be Your Customer’s Hero. To celebrate the launch and to try to work our way onto Amazon’s bestseller lists, we are offering incentives if you purchase multiple copies of Be Your Customer’s Hero in
The Official Book Launch and 72 Hours to Claim Gifts Read More »
This morning we released CTS Service Solutions’ Ultimate Starter Guide to Employee Empowerment. This guide walks those new to the idea of strategically and consciously attempting to increase employee empowerment in their organizations through many of the basic ideas surrounding empowerment as well as nine tips for empowering employees effectively. One of the concepts discussed
Employee Empowerment the Smart Way Read More »
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