Why Good Customer Service Isn’t Enough

You might think that your business has “pretty good” customer service. Congratulations! That's a whole lot better than having “pretty bad” customer service. But...

Do You Do “Social Care”?

Social Care is where Social Media and Customer Care collide. It's the newest buzz phrase in online customer service and it's something every small business needs to know about.

Greatly Exceed Early Customer Expectations

First customers are critical. Greatly exceed expectations at all costs. There is so much history behind this insight, and so many stories that illustrate this...

Top Tips for Dealing with Bizarre HR Requests

If you work in HR or management, you’re likely to have come across some difficult or unusual requests and queries during your time. And,...

3 Steps for Evaluating Your Service

Your ability to build customer service success must begin with an honest self exam of how you are doing right now. These three steps will give you a snapshot of where you are and where you need to improve in the months and years to come!

7 Critical Success Factors to Exceptional Customer Service

Employees report that one of the key factors that influence their level of engagement in their organization is how well the organization treats their customers....

10 Predictions for the Most Disruptive Tech Trends

Disruptive technology surpasses an existing market, where a new technology replaces the old by making the old outdated. New technologies emerge each day, challenging...

12 Myths about Overtime Exemptions

Under federal law, non-exempt employees are entitled to overtime pay. While exempt employees need not be paid overtime, they must meet very specific salary and duties criteria outlined in the Fair Labor Standard Act (FLSA). Understanding overtime requirements can be challenging and complying with the FLSA requires employees to be properly classified. In this Tip, we provide 12 of the most common myths concerning overtime and exemptions.

Customer Service Strategy: To Serve and Protect

In order to protect the client, you would put their interests first. Your main goal would be to sell them what they need, not what costs the most or what will help you to meet your sales goals.

Is Customer Service the New Marketing?

The line between customer service and marketing is becoming blurred, and some companies are even counting customer service as a marketing expense. Although in the past there were definitive marketing and customer service "departments," it makes sense to acknowledge their relationship and interaction for the overall good of the company.

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