Illusion of Knowledge

What the Late Stephen Hawking can Teach Us about Service…

April 18, 2018 | By:

While recently watching a tribute to the late Stephen Hawking on the news, a quote of his that I had not heard before really caught my attention. It was: “The greatest enemy of knowledge is not ignorance, it is the illusion of knowledge.” That got me thinking, doesn’t that quote sum up what typically happens to… Read Full Article

10 Best Customer Service Articles Of 2016

January 04, 2017 | By:

In case you missed them, the 10 most popular eServices of 2016 were the  following. I suggest printing them out, reading and sharing them with your management team. 10. Things You Don’t Want To Shop To The Lowest Bidder There are certain things in life that you don’t want to price shop, look for discounts… Read Full Article

Results from Building a Relationship Center

June 01, 2016 | By:

I have heard some great feedback since my article titled, “Turning your Call  Center into a Relationship Center” was published at the end of March.  Many people have shared with me that they have implemented some of the tools discussed and have seen success in a very short time.  Others shared that they have identified… Read Full Article

You want Customer loyalty? Be brilliant at the basics

May 25, 2016 | By:

Customer Bill of Rights – Burden of the brand World-class service companies have what I like to call a “Customer bill of rights” that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect to see a Disney cast member, in full uniform on break, chewing tobacco… Read Full Article

Knowing the difference between Customer Service & Customer Experience

April 13, 2016 | By:

Think about the last time you were running through an airport, headed to the gate to catch a plane. You stopped at the store to grab a magazine, snack and water. The cashier said hello, scanned the items you were purchasing, told you the amount you owed, took your payment, put your items in a… Read Full Article

Do You Have a Call Center or a Relationship Center?

March 30, 2016 | By:

Background: the White Collar Sweatshop of our time In recent years, more and more sources have referred to call centers as the “white collar sweat shop” of our time. The first time I heard this reference, it immediately hit home for me. All the stressful time I had spent either as a CSR, supervisor, manager or… Read Full Article

Your employees are making these mistakes every day

March 16, 2016 | By:

Oversharing All companies are guilty of their front-line employees oversharing with the Image credit: customer. When problems arise, your only job, as an employee, is to make things right immediately. The customer does not need to know how and why it happened or even that it almost happened. The customer just wants the experience… Read Full Article

Email Never & Always standards

August 01, 2013 | By:

how hotel handles ridiculous request

No Problem is Big Problem

April 11, 2013 | By:

LA restaurant tweets Customer’s names that are no shows – The Beverly Hills restaurant is now publicly shaming people who “no-show” reservations by tweeting and Facebooking the names of offending Customers. Red Medicine tweeted the full names of people who failed to show for their reservation. “Hi Kyle Anderson (323), I hope you enjoyed your… Read Full Article