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Customer Service Insights: Satisfied Is Worse Than Unsatisfied
How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting a true answer. Today, customers are so conditioned...
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Seven Steps to a Customer-Focused Company
There are a few common imperatives shared by all successful customer-focused companies. It is universally agreed that to create a well-integrated organization, these basic characteristics must be in...
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4 Steps to GIVE Exceptional Service & Utilize Service Guidelines
Providing exceptional service is the ultimate goal. However, many organizations limit their teams’ ability to provide the type of service they want to deliver because rules and policies get in the way....
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6 Valuable Tips to Improve Customer Service
There are many different aspects of your role as a customer service representative, regardless of whether it’s face-to-face or on the telephone. Understanding some of the key tips that improve customer...
View ArticleVIDEO: Bill Talks About Innovation
This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectations of the organization. Bill talks...
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5 Steps to Turn a Negative into a Positive Customer Experience
A negative experience often means the customer goes elsewhere with their business -- and often they tell their friends. So each lost customer means more than just their lost business, but it results in...
View ArticleVIDEO: Bill Talks About How Satisfied Customers are Your Worst Enemy
This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectation of the organization. Bill talks...
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3 Reasons Why Customer Service Should Exceed Expectations
This is the fourth in a series of six articles that looks at different aspects of excellent customer service and how it leads to increased overall profitability. The full series will be available for...
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Transformational Leadership Tips: 5 Steps to Customer Service Glory
The following content is inspired by my keynote LEADER OF THE PACK: What You Need to Win the Race. We all know that providing exceptional customer service is the stated goal of every business leader,...
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5 Ways to Turn Indifferent Customers into Raving Fans
Providing good customer service just isn’t enough anymore, not with companies the world over clamouring for the dwindling dollars consumers spend. And heaven forbid your customer service should be...
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