Reframing Customer Service: Three Levels of Value
Customer service is only part of customer experience, but it’s a vital and strategic part. When effective, customer service makes it easy for customers to resolve issues, and provides extraordinary opportunities for listening and learning. In this video from my...
Listen to Your Employees: Survey Smart and Survey Often
Initiate and encourage voice of the employee The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.” No one in your organization understands processes,...
The Seven Factors of Customer Tolerance
Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience. In this video from my LinkedIn Learning course Customer Service: How to Manage Your Customer Queues, I...