The Value of Dissension
If you’re not a regular reader of BusinessWeek magazine, you may have missed Jack and Suzy Welch’s column about “The Power of Pushback.” (You can listen to the podcast at www.tinyurl.com/welchway.)...
View ArticleGuest Blogger Rich Gallagher On The Three Octane Levels of Acknowledgement
Today’s guest blogger is Rich Gallagher. He heads the Point of Contact Group, a training and development firm based in Ithaca, NY. A former customer service executive who has been dubbed “one of the...
View ArticleMaking a Connection vs. Being Efficient
I’m almost embarrassed to admit that I’ve been to Starbucks three times in the last three days. My husband and I are coffee addicts and we love the Starbucks dark blends. When you buy their coffee at...
View ArticleEvery Employee Is an Entrepreneur – An Excerpt from “Who’s Your Gladys?”
Today’s Blog Entry is an excerpt from our book, “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan.” This excerpt focuses on what we learned from ISCO Industries, a...
View ArticleCan a Customer Interrupt a Meeting? Of Course!
A few weeks ago, I was out running some quick errands during business hours. I stopped by the post office and the dry cleaners. And since I was in the neighborhood, I decided to stop by our local...
View ArticleGuest Blogger Errol Allen Gives Practical Advice for Managing for Exceptional...
Today’s guest blogger is Errol Allen. He has over 25 years of experience in the customer service industry including 13 years in a management role. Having held positions as an Internal Customer Service...
View ArticleDon’t Miss It! Our Complimentary Live Customer Service Broadcast Series Every...
We’ve received lots of requests for information about ways to turn challenging customers into raving fans, which inevitably leads to more referral business and higher profits. We’re pleased to announce...
View ArticleDo You Have Conversations Without the Customer? Why It’s Better to Be Inclusive
It's the small things that make a difference in customer service. A service staff that's friendly and a pleasant environment - those are important aspects of ensuring that customers feel welcomed....
View ArticleDo Your Servers Say No When They Don’t Have To?
My husband and I were traveling this past week, driving through Nashville and then on to the Atlanta area to visit relatives. It was a fun trip and I loved that I had time to observe some interesting...
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