Customer Service - Brad Cleveland

The Cost of Recurring Problems

Mar 7, 2024 | Call Center, Contact Center, Customer Experience, Customer Service, Quality Management

I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit. It resulted in hours of explanations to airlines and immigration officials. And it...

Your Work Makes a Difference

Feb 21, 2024 | Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work is something we have to do. In that sense, it can carry a negative...

Transform Service Efficiency with Forecast Accuracy and Schedule Adherence

Feb 9, 2024 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Workforce Management

An important part of delivering effective and efficient service is anticipating customer demand, or put another way, forecasting the workload. The beautiful thing about forecasting customer workload is that it encourages you – actually requires you – to...

Brand Advocates: Keeping the Momentum

Jan 31, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Sadly, businesses lose customers who are brand advocates daily. Often, this stems more from neglect than from anything you do. There are important principles for maintaining the trust of your most enthusiastic customers and keeping the momentum going. Keep treating...

Customer Feedback: Innovate, Realign and Read Between the Lines

Jan 19, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Managing customer feedback is ongoing. It’s a way of doing business, and you get better at it with practice. I recommend taking a good look at your feedback program at least once a quarter and, as you identify improvements, think about how to implement them. To...