Knowing Your Customers
How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us, right?” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that...
Guidance for Customers
During a time when customer service wait times are longer than usual, here’s a short broadcast that played in local TV markets:
Developing – or Reconsidering – Your Service Strategy
In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This...
What to Say to Angry Customers
With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact is as positive and helpful as possible. Remember that you’re doing important work. It’s hard...