Walking the talk. Every world-class Customer service organization is world-class to work for. It takes world-class leadership to provide the passion, inspiration, and discipline to all employees.
Why One-on-one Meetings Can’t Be Optional Typically, when we are consulting with an organization, two things are happening when it comes to private discussions with direct reports, illustrating why employee one-on-one meetings matter: They are not happening at all. They are not happening well. Meetings Not Happening at All Organizations need to help their leaders… Read Full Article
Think about the last time you made someone’s day. It could have been something so simple, but it was clearly a surprising “wow” moment for the other person, leaving a positive impression on them. Yet, at the end of such a day, who feels the best? The day-maker does. And that is exactly what the… Read Full Article
Storytelling is a powerful tool used for centuries to convey important messages and lessons. Stories can capture people’s attention, engage their emotions, and inspire action. In recent years, storytelling has become increasingly important in the workplace, as leaders have recognized its potential to motivate employees, build strong teams, and drive business results. In addition to… Read Full Article
Do you know if the customer experience your brand is offering really delivers, or is detracting from your customers and even your employees? Today’s consumers demand to do business with the people and brands that will offer them the best experience. With customer expectations at record high levels, it’s essential to know the causes and… Read Full Article
Be On A Mission To Catch Your Employees Doing Things Right Did you know that 63% of employees who are recognized regularly said they wouldn’t consider looking for a new job? It’s time to be on a mission to catch your employees doing things right. Employees who are recognized regularly are more engaged and view… Read Full Article
In most businesses, the front-line employee typically gets the recognition and glory. They include Account Executives, IT Techs, Consultants, Doctors, Lawyers, and Accountants. They are also the ones who immediately see the impact they have on customers. However, for those we refer to as invisible service providers, e.g., support teams, admins, receptionists, contact center, warehouse,… Read Full Article
Learning to build a culture of connection is more important than ever. Training employees to develop the people skills necessary to build relationships is essential to their and your customer’s well-being. The U.S. Surgeon General, Dr. Vivek H. Murthy, released an advisory of how the “epidemic of loneliness and isolation” is negatively impacting millions of… Read Full Article
So many organizations struggle to train their teams in customer service, and then conversely, struggle to provide a consistent experience to their customers. Why is this? In theory, providing quality training seems to make such clear sense. Yet, in reality, most organizations have poor execution, or worse, don’t focus on customer experience at all and… Read Full Article
Is the goal of your business to be the best experience anybody could have in a day? If so, expert guidance can help you make that happen, again and again. While there are many variables at play across a wide range of industries, the reason every business needs a customer service consulting firm comes down… Read Full Article
The objective of a company’s hiring process is not to fill job openings with warm bodies. It doesn’t matter if you are a small, medium, or large organization, or you are the Director of Human Resources, Head of Recruitment, or a department leader creating a recruitment strategy. Nor does it matter if you are hiring… Read Full Article
