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Fads. Trends. Bubbles. Management is almost as susceptible to “what’s hot” as fashion and entertainment. In 1982 we were all in search of excellence. In 1998, we were all wondering who moved our cheese. And in 2001, we were all trying to go from good to great. It is easy to get carried away with […]
Social Media Is a Channel Not a Strategy Read More »
One of the sad realities of customer service is that a small percentage of customers will resort to threats to attempt to get what they want. Reasons vary. Perhaps the customer is exasperated and is lashing out. Perhaps the customer hasn’t gotten what they want and is escalating it to see if you will back
How to Handle Customer Threats Read More »
Guest Poster: Gregory Ciotti Gregory Ciotti is the marketing strategist at Help Scout, the invisible email management software for small-businesses and startups. Get more customer service content from Greg on the Help Scout blog or stop by and download one of our Customer Loyalty Resources (no charge). By now you know that the customer experience will
5 Customer Support Emails that You Must Get Right Read More »
One of my favorite ideas is the concept of letting people “rent space” in your head. The idea is based on the premise that people only have power over our emotions to the extent that we allow them to. If someone cuts you off in traffic, do you… If you chose answer 3, that is
Are You Renting Customers Space in Your Head? Read More »
Sales is one of the toughest jobs in business. To survive in the sales game, you need a thick skin and an unwavering persistence. At the same time, to thrive in sales you need a sunny personality, a way with people, and a firm grasp of the dynamics of the sales game. This is why
5 Lessons Salespeople Can Teach Customer Service Professionals Read More »
One of the least talked about aspects of customer service is resource sufficiency, and yet, all great customer service begins with this one fundamental notion: that you have the resources in place to deliver on your brand promise consistently. It’s easier said than done. It is challenging enough to make sure adequate resources are in
Great Customer Service Begins With Adequate Resources Read More »
President Truman once famously quipped that he wanted to meet a one-handed economist, because all of his economists advised him by saying on the one hand, on the other. Like economics, disciplines based heavily on human interactions are also context-dependent, lending themselves to an abundance of caveats and conditions. Customer service is one of those
All Customer Service Is Subject to the Abuse Exception Read More »
As of April 2015, this eBook has been retired. You now receive 3 FREE sample chapters from Be You Customer’s Hero when you join The Customer Conversation. It’s done! … Mission accomplished! … C’est fini! I am extremely excited to announce that our new eBook 7 Secret Customer Service Techniques Every Expert Knows is being
7 Secret Customer Service Techniques Every Expert Knows: Our eBook is Here! Read More »
If we listened to pop psychology adages, we would never introduce negativity into team training. For example, a famous phrase of self-development leader Tony Robbins is “You are what you focus on.” And in the big picture, he is right. If you spend your time worrying about all the ways your team can drop the
Why You Should Introduce Negativity Into Your Training Read More »
In April, I had the distinct pleasure of seeing John DiJulius, one of my favorite customer experience thought leaders (link no longer active), speak at the Multi-Unit Franchise conference. To begin, if you ever have the opportunity to see John DiJulius speak — do it! He has a great message, and his presentation is simply
Customer Service Training Video: Every Customer Has a Story Read More »
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