In Customer Service Timing Is Critical
The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer service, we’re like pilots or stage hands. Like them, we also work in a time-driven environment. It’s not...
Removing Barriers to Employee Motivation and Engagement
Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great work and significantly improve your customer service. Learn more about demotivators and how to identify...
Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result...
Employee Engagement: A Key Metric in All Service Environments
Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated...