Tag: employee morale

Oct 08, 2012

Admin

Every entrepreneur or business owner strives to get the attention of potential customers and to retain existing customers (You do have a retention strategy right?) I often hear business owners discussing what’s required to separate themselves from their competitors. A word of advice that I offer is to do the unexpected. Now I know someone […]

Sep 12, 2012

Admin

In last month’s issue, we discussed three methods of gathering data relative to the Voice of the Customer methodology – internal metrics, customer contact, and surveys. In his book, Strategic Customer Service, author John Goodman tells us there are eight attributes necessary for an effective Voice of the Customer system. Let’s discuss four of the […]

Aug 06, 2012

Admin

As a former customer service manager, I know the position requires one to possess a balance of operational knowledge and people skills. Both are necessary for insuring the best possible experience for both team members and customers. Here are a few tips on managing this balancing act: Remember that your employees are people. Often times […]

Aug 06, 2012

Admin

As most of you can tell, I love writing and sharing my customer service knowledge. I thought about approaching several business-related magazines in regard to submitting articles for consideration. After an unsuccessful search of the website of a well-known national magazine for their article submission criteria, I decided to just call the publishing company. The […]