Tag: Customer retention

Aug 20, 2018

Admin

Front Line Employees During my customer service career, I have often heard the statement – “It doesn’t matter what I think, no one’s listening to what I have to say anyway.” More often than not, these words were verbalized by a front-line employee. It’s important to appreciate and listen to your front-line employees. Here are […]

Mar 05, 2015

Admin

As I sit in the front area of a client’s business watching the walk-in traffic, one effect is constant – the excited look on most customers’ faces! This client is a bakery and their products are beautifully displayed in glass cases. I’m watching crazy customers’ eyes widen as they approach the product cases. Some laugh […]

Jan 05, 2015

Admin

While on a client engagement, I could hear customer service personnel repeatedly apologizing to customers. When asked why, they informed me of a scenario where customers make purchases and are promised a 24hr installation of the product by one department, when in fact, the department in question had no idea if the promise could be […]

Oct 21, 2014

Admin

When I was a kid, my father would often say “Why to try to fix something with a band-aid, when you know cement is required?” Ever noticed what’s required when utilizing cement? A little more effort is required when attempting to put something that will last for a while in place. This made me think […]