Tag: Customer Service management

Sep 02, 2014

Admin

Customer Service Consulting The advent of social media, specifically Twitter, provides an avenue for customers to express their happiness and unhappiness with products and services. Just search for “bad customer service” or “poor customer service”, and you’ll be presented with a plethora of comments regarding customer service experiences gone wrong. There are, however, companies and […]

Mar 18, 2014

Admin

During my corporate customer service career, I learned very early the importance of having a system in place for fair performance appraisals. Believe it or not, providing objective performance evaluations does impact the level of service received by your customers. When employees feel the performance appraisal process is objective and fair, morale is positively impacted. […]

Feb 12, 2014

Admin

When speaking with managers in the customer service industry, this comment is often repeated – “I just wish I could get my people to show more empathy towards the customer.” Empathy – The big E word in customer service. One’s ability to sincerely interject this trait in customer service is critical. It’s important to properly […]

Jan 08, 2014

Admin

Once upon entering a fast food franchise (yes I know it’s not healthy, but oh well) I witnessed a verbal altercation between if you can believe it – two employees! From what I could gather, there seems to have been an error on a customer’s order and one employee was trying to place the blame […]