Could Distraction Be Costing Your Company Dearly? – Jeff Toister
The bank’s customer service rep was distracted. He was responding to emails in between phone calls. The problem was he’d get halfway into an email
Continue reading
Tag: Customer Service
Lessons From The Interesting Success Story Of Amazon –
The other day, I was attending a class for a diploma in Human Resource Management. The facilitator was teaching us about motivational theories and their
Continue reading
Measuring Call Centre Performance – 8 Metrics You Should Track
The call centre isn’t just about picking up the phone 24/7, it plays a pivotal role in supporting customers and managing their relationship with businesses.
Continue reading
Walking In The Customer’s Shoes – Really
We have all heard the phrase “walk in the customer’s shoes”, but what does it mean to really do this? Let me give my thoughts
Continue reading
Is Customer Service Getting Worse? – Shep Hyken
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies
Continue reading