In Customer Service Timing Is Critical
The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer service, we’re like pilots or stage hands. Like them, we also work in a time-driven environment. It’s not...
Knowing Your Customers
How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us, right?” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that...
Developing – or Reconsidering – Your Service Strategy
In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This...