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Documentation and a Tale of Four Phone Calls

The following is a post from Tricia Keels, Social Media Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the …

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Office Depot Customer Service | Purple Clipboard

Office Depot Customer Service: Competition Is Right Next Door

I am pleased to introduce Donna Gurnic, our Market Development Coordinator here at CTS Service Solutions. After hearing about Donna’s Office Depot story, I encouraged her to share it in her own voice for our Customer Service Stories series. Last week I had the most unique experience I have ever had as a customer. I …

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Great Customer Service Begins with Adequate Resources | Empty cash registers

Great Customer Service Begins With Adequate Resources

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 …

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Customer Service Stories: Introducing The New Series

Last Saturday, I wrote that this blog would be changing tack and focusing on the customer service experience. One of the most exciting aspects of this conversion is the launch of the Customer Service Stories series. The idea behind Customer Service Stories is to discuss the principles of superior customer service through the lens of …

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