Four Reasons Why You Should Empower. Your. Employees.
November 23, 2009, 3:30 PM
Managers should definitely be there to support the front line. But a better way for managers to stay in touch with customers is to...

Don't Make The Mistake Of Thinking Your Customers Are All Like You
November 22, 2009, 2:10 PM
If you chose a particular customer support strategy years ago, is it still effective today?

Creating A Customer Service Course, Part 6: Remember Your ABCs
November 08, 2009, 10:55 AM
Now, in part six we continue this theme by taking it down to specific attitudes and behaviors as well as the importance of communicating with the customer.

Fleshing Out Your Social Media Strategy
November 06, 2009, 4:45 PM
John promises to expand on these 11 goals in future posts, but let me jump in here and either contribute to the discussion or muddy the waters, depending on your perspective.

Every Thing You Do Comes Back To You
October 26, 2009, 9:50 PM
I had some 'splainin' to do, as Ricky Ricardo would say.

Creating A Customer Service Course: Part 5: Identifying The Abilities Your Organization Values
October 23, 2009, 6:05 PM
We found in building our customer service course that we needed to discuss the abilities we expect staff to demonstrate.

Building A Customer Service Course, Part Four: The Relationship Between CRM And Customer Service
October 21, 2009, 5:30 PM
If you use a Customer Relationship Management (CRM) strategy, you should discuss how it relates to superior customer service.

Building The Business Case For Customer Service, Part 2
October 21, 2009, 6:00 AM
...your employees should have a clear understanding of why it’s important to deliver superior customer service...

Defining Moments, Creating Your Own Customer Service Course, Part 3
October 19, 2009, 1:55 PM
What are the components that create defining moments for your customers?

How To Create Your Own Customer Service Training Course, Part 1
October 19, 2009, 12:20 PM
This post is the first in a series that discusses the concepts we incorporated into our module. I will attempt to write these posts for two audiences, those who want to build a course, and those solely interested in the ...