How Leaders Retard Customer Service Excellence
6 ways leaders unknowingly lower the bar of service excellence in customer care & IT technical support. Insight and solutions from customer service maven Kate Nasser.The post How Leaders Retard...
View ArticleDifficult Customers: Free Your Mind to Give Superior Service
After 20 yrs of teaching how to handle difficult customer service moments, it's clear that these thoughts delivery superior service in tough times. Experience fr The People-Skills Coach™.The post...
View ArticleSuperior Customer Service: Remove the Threat of One Phrase
A popular phrase used today by customer service leaders and business owners threatens the integrity of our service profession. Here's a winning alternative fr The People-Skills Coach™.The post Superior...
View ArticleLeading Superior Customer Experience: Turn Off the Power!
Customer service leaders, are you building a risky power-based culture or one of service excellence? 3 ways to check fr The People-Skills Coach™.The post Leading Superior Customer Experience: Turn Off...
View ArticleSuper Customer Experience: Feelings Aren’t Random
Super customer service experience is about positive feelings but leaders grouse that they can't build a business on the randomness of feelings. Well the feelings are NOT random. Look behind the impact...
View ArticleLeaders Customer Service: Primarily Change or Status Quo?
Leaders customer service is all about change. Every single customer call is to change the current situation to one more satisfying. Even a purchase is to change something in their work or life. Do you...
View ArticleCustomer Service People Skills Create Profitable Connection
Customer service people skills are a gold mine of success. People do business w/ those who honor, respect, & value them! Think of yourself as the customer. Isn't this true? Tips fr The...
View ArticleCustomer Service Guest Post – 15 Essential Beliefs for Excellence
This guest post I wrote for Desk.com blog offers 15 essential beliefs for excellence in customer service & sales. Our actions follow our beliefs. After you read these 15, add the beliefs that have...
View ArticleCustomer Service: Be a Buoy
Customer service is not about giving help. It's about being the customer's buoy. 6 ways fr The People-Skills Coach™ to buoy your customers and yourselves!The post Customer Service: Be a Buoy appeared...
View ArticleSuper Customer Service Experience: Picture It, Lead It, Create It!
Leaders, want super customer service experience to emerge? Engage your teams in games of imagination & watch them innovate what you deliver and their attitudes! Insights from service maven Kate...
View ArticleCustomer Service Defined to Be Unforgettable
To deliver unforgettable customer service inside or outside of your organization, first start with this simple effective definition. It will take you far and high!The post Customer Service Defined to...
View ArticleCustomer Experience: Loyalty Through Narcissism?
Super customer experience is achieved when you think from the customer perspective not from yours. Involve them & win their loyalty. 4 ways to win big.The post Customer Experience: Loyalty Through...
View ArticleCustomer Service Recovery: Use People Skills to Deliver vs. Defend
Customer service recovery fails with every defensive phrase we speak. Here's ONE that sinks it every time & what to say instead fr The People-Skills Coach™.The post Customer Service Recovery: Use...
View ArticleSuper Customer Service People Skills: Reverse Regret
Super customer service has little room for regret. By then customers are gone. Learn from Jackie Hooper's Wish You'd Said project & use great people skills.The post Super Customer Service People...
View ArticleCustomer Experience Leaders: Are You Leading Cattle Call?
Customer experience leaders, have you gotten so focused on big picture & profit, that you treat customers like a cattle call? Simple ways to check & fix.The post Customer Experience Leaders:...
View ArticleCustomer Service Managers, Are You Leading? #custserv
Customer service managers, supervisors, team leads: you often get stuck in the weeds of daily management. Lead & inspire to breed success! Here's a guide.The post Customer Service Managers, Are You...
View ArticleSuper Customer Experience: 5 Immediate No Cost Improvements #custserv
Super customer experience is not as complex as you think. These 5 no cost immediate improvements make it easy & memorable. From The People-Skills Coach™.The post Super Customer Experience: 5...
View ArticleSuperior Customer Service & #Sales: But 1st – Integrity! #custserv
When customers call for help, give them superior customer service before selling them something else. Your integrity builds trust which secures more sales. Advice from The People-Skills Coach™ after 25...
View ArticleRude Angry Customers: Stay Calm & Caring #Custserv #Peopleskills
Working with rude angry customers doesn't have to wear you down. It can actually be one of the best people skills learning experiences of your life. Think these 5 things for best results and to...
View ArticleSuperior Customer Experience: Above & Beyond Question #Custserv
Superior customer experience is not just giving customers what they ask for nor giving them what we think is best. Go beyond the request w/ these 3 steps to see what the customer is picturing!The post...
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