Tag: employee morale

Feb 12, 2014

Admin

During my career in the customer service industry, I felt most effective when I understood the available options for handling customer requests or inquiries. It’s important to be able to confidently provide service as customers and employees both enjoy the experience so much more. Here are a couple of things to consider to establish option […]

Jan 08, 2014

Admin

Once upon entering a fast food franchise (yes I know it’s not healthy, but oh well) I witnessed a verbal altercation between if you can believe it – two employees! From what I could gather, there seems to have been an error on a customer’s order and one employee was trying to place the blame […]

Jan 07, 2014

Admin

It’s often been said that customer contact employees are key to creating great customer experiences. There is a lot of validity to this statement as customers depend upon the person with whom they interact to provide a high level of service. In continuing the series on the necessary ingredients for creating great customer experiences, let’s […]

Nov 07, 2013

Admin

Once while speaking to a group regarding attributes necessary to deliver a great customer experience, one of the attendees mentioned the difficulty he experienced when attempting to renew his driver’s license. “The employees seemed not to care or be concerned with how long the lines were and the resulting customer frustration.” Now I can certainly […]