The Most Dangerous Kind of Customer Service Feedback
The tech world recently erupted when the customer service experience broke down and a startup company was caught extorting money from its clients. What could simply have been a misunderstanding or poor training on the part of an over-zealous sales person turned into an ugly customer service exchange as the [...]
5 W’s to Better Customer Service Communication
Communication one of the fundamental principles in getting great customer service right. We want to communicate with customers and we want to develop lasting, loyal customer relationships. The trouble often times comes in understanding the strategy behind customer service communication. 5 W’s will help you develop effective customer service communication. [...]
The 8th Habit of Effective Customer Experience
I recently talked about how Stephen Covey’s 7 Habits apply to create an exceptional customer experience. I had a chance recently to review Covey’s follow-up work “The 8th Habit”, where Covey shares how we can supercharge our ability to develop a great customer experience, by implementing this 8th habit into [...]