Put the Customer Back into Customer Service
By Peter Lyle DeHaan, PhD I’ve come to the realization that I tend to put off buying things. It’s not because I procrastinate (at least … Read more
By Peter Lyle DeHaan, PhD I’ve come to the realization that I tend to put off buying things. It’s not because I procrastinate (at least … Read more
By Peter Lyle DeHaan, PhD What is your self-service strategy? Is it in-place and fully functional? Perhaps it’s moving forward, slowly but surely. Conversely, you … Read more
By Dr. Jodie Monger When trying to provide the best service to your clients and their callers, it is not a good idea to force … Read more
By Nancy Friedman, the Telephone Doctor There’s rarely a program that I present where someone doesn’t ask me if smiling is really that important – … Read more
By Jodie Monger, Ph.D. All contact centers have escalated calls that must be handled. Your strategy to handle escalated calls is an extremely important part … Read more
By Nancy Friedman, Telephone Doctor Your Mom was right. It’s not what you say, but how you say it. Several times while I was out … Read more
By Gary Dupont In many organizations, the customer focus is relatively straightforward: provide substandard service to your customers and they will ultimately leave to go … Read more
By Nancy Friedman Pretend you’re a real estate agent, showing a five million dollar home to a nationally known sports star. This sports star and … Read more
By Barry Spiegelman Delivering and receiving critical information by telephone is an especially challenging proposition when an elderly caller is on the other end of … Read more
By Nancy Friedman, the Telephone Doctor It’s more and more common for us to talk with people whose native language isn’t the same as our … Read more