QoS: Quality of Service

In the old days of land lines, telecommunications providers were very concerned about QoS. Broadly, that meant crystal clear calls, connected 100% of the time and never dropped.

Good Answer! Responding to Customer Compliments

If your front line customer service staff is doing everything right, then they will likely receive customer compliments. Woo HOO! What a customer service representative...

Customer Service May Rule, But Rules in Customer Service Don’t

Even while on vacation with my family, I can't help but take note of the customer service—or lack thereof. One resort employee denied a simple request using one of my least favorite phrases:

7 Important Customer-Related Definitions You Should Know

If your organization has customers, then it’s important for you and your team to know and understand the most commonly used and important customer-related...

You Can Be a Customer Service Hero (Don’t Miss the Opportunity!)

Want to find more opportunities to shine? Don't just look for problems or wait for emergencies—make it a point to give customers a little more of your time. Customers who receive extra will go away feeling that you are a hero.

How to Hear the Customer Out in Three Easy Steps

There are some customers that just want to be heard. We all know the type—they aren't so much upset with your company as they just want your company to hear them out. In fact, these types of customers are typically easier to handle than customers who are truly upset at your company.

Purposeful Customer Service

When it comes to customer service, hope is not a strategy. Customer service must be purposeful. You can hire the nicest people in the world, but you still must give them direction, teach the best practices, and continue to reinforce your customer service strategy so that employees are continuously reminded and motivated on what and how to deliver your brand of customer service.

5 Irrefutable Customer Service Truths

Customer service is essential for the success of any organization. Here are five of the most critical success factors in any customer service organization.

Come Sail Away from Competitors with Customer Service

This weekend I took a stroll down memory lane at a fantastic Styx and Foreigner Soundtrack of Summer concert. What was interesting to me from a business and customer service standpoint was the many ways the audience was involved in the concert.

A Year-End Customer Service Inventory: 5 Questions to Ponder

As we approach the end of the year and look forward to the next year of serving our customers and building profits, the following...

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