Don’t get lost in data! Focus on these 7 Customer Service Metrics
In customer service, we can generate endless reports, often leading to scattered customer service metrics. It can be difficult to focus on the right areas that will build a foundation for consistent and improved service. This video breaks down the seven essential...
Does your customer service strategy drive success?
There are many ways to approach customer service strategy, but there are three common characteristics among organizations that have the most success. This LinkedIn Learning video from my course “Customer Service Strategy” outlines these characteristics. And in every...
The Customer’s Perception of Service
Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? The good news is identifying customer...
“Live” these 5 principles to create a culture of employee engagement.
What do successful organizations with high employee engagement have in common? I’ve observed some principles that, without fail, are at work—vision, values, communication, collaboration, and others. The key is to “live them”—not just give them lip service. 1....