Leaders – Spend Time On The Front Line!

During my career in the customer service industry, I’ve learned the value of leaders spending time on the front lines. Often as managers and executives, the tendency to be removed from what actually happens “in the trenches” is probably more of the norm than the exception. Position requirements and expectations often monopolize much if not […]

read more

Efficient Processes for Great Customer Service

While it is critical to provide great training for your customer contact personnel, both soft skills and task-specific skills, it is immensely important to create efficient customer service processes. This is key to both internal and external customer satisfaction. The goal should be: 1. To create processes that allow customer service personnel to provide timely […]

read more

Tips For Hiring The Right People To Service Your Customer

Having the right personnel interacting with your customers is crucial to long-term business success. Customers expect a certain level of service, so it’s important to have the right person in contact with your customers. Here are a few tips on hiring the right people to service your customers: Hire Attitude While it’s most common to […]

read more

Come Back At 6am!

In anticipation of future trips out of the country, I searched online for the passport application procedure. The detailed instructions advised of my requirement to bring my application and other required documents to an acceptance facility (United States Post Office). Online information shows that the hours of operation for passport application are 9:00 am – […]

read more