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In Chapter 7 of Be Your Customer’s Hero, I wrote the following: Great customer experiences begin with a great attitude, but so does satisfaction and happiness at work. Attitude certainly isn’t everything; skills and competence do matter. However, without a great attitude, these attributes are almost meaningless. Your attitude will determine your ability to serve […]
In Customer Service, Is Ordinary Now Extraordinary? Read More »
I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his practice was affiliated with. My schedule was packed and the hospital was not close, so I found a major testing company that was closer to home and gave them a call.
When Bad Systems Happen to Good People 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In yesterday’s Monday Motivation, a Monday email sent to subscribers to our eNewsletter The Customer Conversation (link no longer active), we spoke about Walter Mischel’s famous experiment on self control and delayed gratification in children.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 »
Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer experiences, I wanted to take a moment to publicly thank some important friends and colleagues who played a part in HERO. Many of those listed
A Hero-Class® Thank You! Read More »
We wish that changing a customer service culture could be like turning a Jet Ski®. We slam the steering handles hard to the side, the Jet Ski® turns around almost on a dime, and within moments, we are speeding the other way at full speed. Sure, the turn is tough, and the sudden motion jerks
Turning a Customer Service Culture Read More »
In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few people love their cable or phone provider, and among the least beloved is Comcast. Comcast announced recently that it will be putting a massive effort behind changing its customer service. The
How Customer Service Can Save Cable Read More »
The pace of change is faster than ever before. Those in technology-based fields already understand the forces of constant change that form competitive pressures in those industries. But what about the rest of us? While the need for innovation might not be as obvious and the penalties for failing to innovate might be less drastic
Innovation Is No Longer Optional Read More »
Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That StickTM Guide to Customer Service Certificate and Degree Programs (link is no longer active) is designed to help shine a light on the growing importance of our field and to help generate interest in those higher
Introducing a New Guide to Customer Service Higher Education Read More »
The holiday season is upon us, and we’d like to express our appreciation and gratitude for your engagement with CTS this past year! We thank you for being a part of the CTS community and for sharing your customer service experiences with us here on the blog, on social media, and through email. In the
Happy Holidays from CTS Read More »
Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages
Infographic: What Customers Experience Holiday Shopping Read More »
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