Tools for Your Next Team Meeting

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger picture. Discussions on these bigger pictures can help keep everyone on the same page and generate ideas for …

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Accessibility and Quality Work Together

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the most common myths in customer service. Accessibility and quality are closely related and complementary. Learn more about each aspect of customer service and how they support one another in this video from my Lynda.com course …

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Customer Advocacy: An Essential Ingredient

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both! Take a few minutes to read this issue (The Edge of Service™ Newsletter Issue 21: …

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Great Customer Service on a Shoestring Budget

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. It includes four recommendations that don’t require significant upfront investment. The article, “Great Customer Service on a Shoestring Budget,” is available here.

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