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helloPut Your Customer's Shoes On
Put Your Customer’s Shoes On

Now I want you to put your consumer hat on for a minute. How often have you as a consumer grumbled about a not-so-great customer experience? The product or service did not meet your expectation. The service provider was a little curt during the interaction. It was somewhat difficult to locate the items you wanted […]

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hellopeople vs process
People VS Process

People VS Process When issues arise because a customer is dissatisfied or a mistake occurs, it’s commonplace to blame employees for the customer’s discontent.  Now I’m in the mindset that most people come to work to do a good job. I believe that most people do not get up in the morning thinking “I’m going […]

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helloThink Long Term When Servicing Your Customer
Think Long Term When Servicing Your Customer

When I receive or am told of subpar customer service, I often wonder if the service provider is thinking about the long-term impact of this type of performance. Providing a service or product to your customers requires one to always think long-term. Customer service decisions made today impact your company’s future. Thinking long term first […]

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helloAngry Customer Prevention
Angry Customer Prevention

Having been in the customer service industry for 25+ years, I’ve heard, seen, attended, and listened to various programs/seminars regarding “how to handle an angry customer”. Most often, these programs/seminars are very informative and provide excellent guidance on dealing with a not-so-happy customer. My question has always been – Why is the customer unhappy and […]

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