Holidays can often be a challenge for organizations that offer 24/7 support. Customer service focused organizations realize that their customers have needs 24 hours a day, 7 days a week, 365 days a year. This means that even during the holidays, there will be customer who need service. Often times customers may be in countries…

Customer Satisfaction and anything related to “satisfaction” is terrible. It drives me nuts! How about you post a sign saying: “Ok folks! Let’s go for mediocre today.”

Creating an awesome customer experience comes down to 3 things: Words. Tone. Intent. The wrong words almost always have the wrong tone, and usually the wrong intent. These are phrases such as: I can’t… We don’t… There’s no way… You should have… We’ve done all we can… We never… Why didn’t you… ??? If your…

Excellent customer service isn’t hard, but it requires everyone in the organization to be converted to the principle that customer service and creating customer loyalty is the key to success. Successful customer service organizations train EVERYONE in customer service, because customer service is the lifeblood of the organization.

I normally begin teaching these 3 principles before I even hire a team member. Then, once the hire has been made, I like to spend the first couple of days of any new team member focused on teaching customer service, company culture, and what they can do each day to make positive connections with customers.…

I recently spent 10 minutes and hired the perfect candidate for an open position I had. There was no need for recruiters, having multiple rounds of day-long interviews, testing to confirm knowledge of the concepts, etc. A simple, functional job description was all that was needed. First, create a functional job description for the position.…