So, my wife and I were driving in the Orlando area yesterday and saw this sign. We were laughing so hard that we had tears in our eyes. Sometimes a picture is worth an entire blog post full of words. Best sarcastic comment wins a prize!

There are two words of advice that all good salespeople and customer service reps know: Shut Up Customer service and sales are remarkably similar in this respect. When confronted with a prospect or a customer who has an issue, reps often immediately start talking, offering assistance and mostly trying to avoid the discomfort of silence. […]

I recently came across a post on social customer service on Francisco Rosales’ excellent SocialMouths blog that contained some interesting data. Francisco posted an infographic from Our Social Times, a blog dedicated to social media marketing news and events, based on data from The Social Media Customer Service Report conducted by TNS. Francisco had some […]

Customer service is about attitude first, skills second. All of the product knowledge and technique training in the world will not produce results if a customer facing professional (CFP) is not trying to achieve success in the moment. A CFP must care enough about the final result to actively look for solutions and to shift […]

In our previous post, guest author Jayme Soulati of Soulati Media, Inc. wrote about How Great Marketing Can Create Bad Customer Service. I was fortunate enough to interview Jayme and to get her to expand on the thoughts she shared in her written piece. I was glad to capture Jayme live, as her enthusiasm and […]

Jayme Soulati Our guest post author for this installment of the Customer Service Stories series is Jayme Soulati, President of Soulati Media, Inc. Soulati Media delivers business-to-business social media marketing with public relations. For more Jayme, check out her hard-hitting blog at soulati.com. Also, please keep an eye out for our great video interview with […]

I had the opportunity this past week to sit down with Richard Shapiro and talk about his recently released book: The Welcomer Edge: Unlocking the Secrets to Repeat Business. Richard embraces the concept of Welcomers, those members of a company’s team who know how to instantly make a connection with a customer and who continue […]

It is the most fundamental of questions. Like many concepts, customer service seems to be in the eye of the beholder, a Rorschach test for how one views business and, to some degree, life. Is customer service a mere business function, subject to the tight strictures of return on investment? Or is customer service an […]

We wanted to try something a little different with this installment of the “What-Is” series and create a blog post completely written by our community. If you read blogs with any regularity, you know that often the real action happens in the comments, not in the post itself. In this post, there is no doubt: […]