Category Archives for Customer Service Blog
Is Your Customer Service Consistent?
Consistency is one of the greatest challenges in customer service. Whether you are a solopreneur or a Fortune 500 company, consistency can be hard to get your arms around. Consistency is hard because
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The Importance of Onboarding Employees
Onboarding employees is an extremely important and often neglected practice. All too often employers simply show new team members where the paper clips are and how to use the computer system, but they
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What Great Brands Do
I had the pleasure to catch up with my friend and brand expert Denise Lee Yohn at Medallia’s recent Experience 17 conference (to which Medallia provided me a free ticket). Denise spoke at the event
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When Sales Does Service on Social with Phil Gerbyshak
In this installment of our “Expert Interviews” series on YouTube, I interview Phil Gerbyshak. Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to
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5 Qualities of Great Customer Service Managers
What are the qualities of a great customer service manager? Those who manage customer-facing teams need a broad range of not only qualities but skills. They need to be great at motivating, coaching, and
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Leaning Into Customer Loyalty with Adrian Swinscoe
In this installment of our “Expert Interviews” series on YouTube, I interview Adrian Swinscoe. Adrian is a customer experience consultant and advisor. He is the author of How to Wow: 68 Effortless
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10 Lessons from 200 Customer Service Podcast Episodes
It has been an exciting time for our customer service and customer experience podcast, Crack the Customer Code. We recently crossed the 200 episode threshold, hit #4 in the business category on Overcast.fm,
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Keep Stepping to Succeed with Joy Marsden
I had the great pleasure of speaking with self-success speaker Joy Marsden about motivation, perseverance, and the power of keeping moving. Keep Stepping to Succeed Joy believes that we need to keep
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Communication: The Most Important Skill in Customer Service
Frontline reps require a wide range of customer service skills if they are going to deliver Hero-ClassTM customer service. Like a father with his children, I don’t like to play favorites, but at some
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5 Characteristics to Look for when Hiring for Entry-Level Customer Service
Hiring frontline reps is one of the most important parts of the customer experience process. Bringing someone in with the wrong attitude, skill set, or cultural outlook can be toxic to a team, wasteful
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