Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as...
Read More >>>Tag Archives: leadership
Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now
You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our...
Read More >>>Understanding customer expectations
An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers...
Read More >>>Practice seeing things from your customer’s perspective
The most successful leaders are uneasy with depending on data alone to tell them what’s happening. They take steps to put themselves in their customers’...
Read More >>>Traits of Customer Advocacy Success
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have...
Read More >>>Principle #7: Skills, Knowledge and Leadership Make the Difference
What’s the real secret to improving performance? Build the skills, knowledge and leadership in your...
Read More >>>Creating Customer Advocates
Connecting with advocates doesn’t happen by accident. You need a plan, and a person or a team who’s responsible. And they should be collaborating with...
Read More >>>Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value
Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For...
Read More >>>Three Overarching Levels of Value in Customer Service
As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?”...
Read More >>>Standards for the Service Operation: Quality and Value
Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer...
Read More >>>Boosting the Value of Customer Service
Ensuring that your organization is getting maximum benefit from the effort and investments you’re putting into customer service is an important leadership opportunity. In this...
Read More >>>The Stay Interview: A Powerful Retention Tool
The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace...
Read More >>>