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The 3 P's of Management in a Customer Service Department
When looking for a place to start analyzing, why not start with one of the 3 P's?
Hey, It's Your Attitude Man
The tip of the ever growing poor Customer Service iceberg begins with Attitude.
Barney or Training? Which is Better for Your Organization?
Maybe you are thinking about your CSI index and wondering what to do. You have a choice, Barney or Training.
If You are the CEO, What Do You Do?
It's difficult to change a perception. If you gotta start changing, it should start at the top.
If You Want to Hire Frogs, All You Have to Do is Croak
Stop kissing frogs hoping for a prince or princess. Get the right people to apply for the right positions by asking the right questions.
What Are You Measuring your Customer Service Department With? 7 Things to Look For
Here are 7 ways you can measure your Customer Service Department.
2am Words On My Screen
Sometimes you gotta get up and write about what is in you.
Are Your Customers Keeping Score? You'd Better Believe It!
Everyone keeps score, including your Customers and your Regulars!
Are You A Dog Running A Cat Store?
Sometimes we find ourselves looking at the world with the wrong set of eyes.
The Balancing Act
How are you managing your bucket? Is it too full or are you constantly stopping to give someone a drink? Read about Bucket Management.
Motivate or Cheerlead
If you are motivating are you really leading?
Simple Words
By using simple and effective language you can set the tone for your Customer's experience.
The 3 V's, GIR and "Just the facts Ma'am" theory of communication
Hey, you, psst Customer Service Professional, come over here and I'll show you my theory. Just be quiet about it ok. I don't want everyone to know about it. Just you.
It's Not The Movies - It's Just Good Service
If you were making a movie about Customer Service, would it be a mystery or a drama?
This Call Is For You
Rude and Angry customers are the perfect customers and I'll tell you why.
The Big Secret For Staying Cool When The Action Is Hot!
When the heat is high and the pot is boiling, here are a few simple tips to keep cool.
Customer Service And The Difference Between Value And Worth
If you could mathematically measure the difference between the value of your relationship with your Customers and what that relationship is worth, what would you end up with?
Breakfast Conversation - Mr. Demanding
It's always nice to hear that you are not the only one who has difficult moments. Read about Mr. Demanding and the response.
Tats, Dress and Fingerprints Have You Looked at How You Look Lately?
Have you looked around at where you spend most of your time lately? You might be surprised to see how others see you.
It's A New Day And A New Skill Set!
Excellent Customer Service begins with us.
Attitude and Skill Set: It's All You Got!
If you want to practice your attitude or skill set, just leave your clothes at home.
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