Tag: Customer service

May 08, 2014

Admin

If you’ve worked in customer service for any length of time, you’ll know by now what NOT to do when assisting and conversing with customers. However, it never hurts to get reacquainted with the basics every now and then, especially when new employees are welcomed into your team. With so many different approaches, methods, and […]

Oct 08, 2013

Admin

Creating a great customer experience hinges on one’s ability to develop a well-oiled system. Two key factors of the system are the people working within the system and the people served by the system as both have expectations of the system. When expectations go unmet, gaps exist. Let’s talk about several of these gaps. What […]

Aug 07, 2013

Admin

During a recent consulting assignment, it became apparent that the customer service personnel were experiencing an excess amount of stress each morning. When asked to elaborate on the cause, here’s the answer I received – “Errol, employees at the various store locations are committing our installation crews to a timeframe without verifying if our appointment […]

Jul 10, 2013

Admin

During my last corporate stint, I spent countless hours servicing customers in the field. This experience has proven invaluable when working with clients with field service personnel. Servicing customers in the field requires one to possess both the skills necessary to meet the customer’s needs as well as customer service skills to provide a complete […]