Is your customer service training sustainable?

by | Jan 8, 2014 | Businesses

It’s a common scenario, apparently.  Companies make a big effort to train their employees on providing excellent customer service and then the improvements seem to last three or four months. Some companies don’t even bother trying. The author of this article asserts...

A “barometer” of customer service

by | Dec 23, 2013 | Businesses

This 2012 report from American Express and the research company Echo provides a great deal of insight into the mindset of customers. That research showed an increase in the number of consumers who were convinced that companies are paying less attention to customer...

Four ways to think about customer service

by | Dec 18, 2013 | Businesses

This article from Bloomberg news gives an excellent summary of what constitutes good customer service, all based on the authors interviews with some companies that had provided her with exceptional service.  She provides this short list of the key points she learned...

You’re really just “renting” your customers

by | Dec 11, 2013 | Businesses

The folks at Great or Poor offer a great commentary on how to think about your customers: Your customers only care about themselves. That’s just human nature.  A customer cares about what’s in it for them. Therefore, the more you can embrace the customer’s point of...