Tagged News
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13 Steps to Better Customer Service in 2013
January 3, 2013 10:03 PM
We all resolve to do better in a New Year, but how many of us really make a plan? What if you had a concrete plan for customer service improvement for each month of the year? Since that makes 12, throw in a bonus 13th to make 2013 a... more » -
Avoiding a Costa Concordia Styled Service Recovery
January 24, 2012 2:50 PM
Costa Concordia has supposedly offered passengers a 30% discount on future cruises. Now I don't know about you, but had I been a passenger on the ill-fated cruise this would make me wonder how much Costa and Carnival are worth so I could sue them for EVERY penny of it.... more » -
Are You Giving Customer Service Tricks or Treats?
October 25, 2011 9:08 AM
With a birthday the week of Halloween, you can believe that I have lots of memories of Tricks and Treats over the years… (we won't mention how many years... that would be too SCARY!!) So what are YOU giving customers these days? Tricks or Treats?!? What in the world... more » -
The 3 Time Zones of Customer Service Training
September 21, 2011 9:33 AM
When training staff on customer service improvements, we often only talk about what is done during the sale in front of the customer. It can be useful to separate tasks and objectives into three time zones: BEFORE the transaction or service starts, DURING the purchase or service, AFTER the sale... more »