Tag: Customer Service
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When It’s Time to Go
Just like Johnny Flynn said The breath I’ve taken and the one I must to go on Put the grenade pin in your hand, so you understand who’s boss My defeat sleeps top to toe with her success ~Alt-J: Matilda Got a moment? Go ahead and Google ‘how do I know when it’s time to…
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Did THAT Just Happen? Bad Customer!
Have you seen the recent blog posting – Maybe You Get Bad Customer Service Because You’re a Bad Customer? It’s been forwarded to me at least a dozen times, and I’ve seen it shared on every one of my social media feeds. It’s obviously quite popular, because at the time of this writing it’s been…
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Did THAT Just Happen? Expectation Management When Delivering Service
We’ve all been on the receiving end of a physical delivery gone awry. That package, that gift, that letter that you desperately need to arrive by a certain day…that just doesn’t. It might have been because a snowstorm hit two days before Christmas and deliveries are all backed up or that you barely missed UPS…
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ORF-DTW
What’s in my handbag: WAY TOO MUCH! It seems the relocation has made me disorganized. This is the first flight post-move and there is a mess to represent it – my iPhone, four tubes of lipstick/lip gloss, the September issue of the Harvard Business Review (there is an article inside entitled “The Truth About Customer…
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Did THAT Just Happen? Service Failure at World Market
Have you ever had a customer service experience that literally leaves you disheartened? Have you continued to engage and be loyal to the brand, even after they’ve failed you? Last week in Extreme Engagement from Sweaty Betty, we disclosed that only 25% of companies feel customers are extremely engaged with their brand. ICMI and USAN…
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Did THAT Just Happen? – Starbucks Monitors and Reacts in Real-Time
Last week in this blog series I made correlations between the services I received from US Airways, and the real-time management concepts from Brad Cleveland’s book, Call Center Management on Fast Forward. I’d like to continue with that theme and extrapolate out some of the other principles of real-time management that Brad describes and that…
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4 Predictions for the Contact Center of the Near Future
4 Predictions for the Contact Center of the Near Future.