Transaction or Interaction
March 07, 2013 | By: John DiJulius
Too Transaction Focused – Businesses that only focus and train on speed and quality end up having employees who make their Customers feel like a transaction rather than an interaction. Before reading any more, listen to this phone order conversation of a Customer ordering a pizza. Did you catch it? Did you hear it? That… Read Full Article
The Biggest Influence On Customer Service
February 27, 2013 | By: John DiJulius
The biggest influence on Customer service in 50 years – The biggest influence, no question, is social media, on so many different levels. You may even be sick of hearing about it, but each of us needs to do a social media audit of how well we are positioned for this revolutionary turning point in… Read Full Article
Is Gamification Right For Your Company?
February 21, 2013 | By: John DiJulius
Gamification – Being a Customer service/support rep can be one of the toughest jobs in any company. That is why so many different organizations try innovative things to improve these positions. Software companies are a good example. They want to turn Customer support into a game known as gamification. This “game” keeps score of how… Read Full Article
Most Customer-Centric company in the world
February 13, 2013 | By: John DiJulius
To be the most Customer-centric company in the world – I love Amazon.com both as a consultant and Customer of world-class service! They are one of the top 10 Customer service companies in the world. Jeffrey Bezos, Amazon’s founder and CEO, is fanatical about the Customer experience. In an excerpt from my book, What’s the… Read Full Article
The Rules for Providing World-Class Customer Service
February 06, 2013 | By: John DiJulius
Providing world-class customer service means having a set of standards, protocols, and a system. When it comes to customer service, excellence in execution is non-negotiable. Here are the rules in creating a customer-oriented culture. 11 Rules for World Class Customer Service 1. Customer service is a top priority. Customer service is not a one-time event… Read Full Article
