Over the weekend I received an email from a New Zealand consultant who is working with a bus tour operator to transition from a product focus to a customer focus. For a bus tour operator, a product focus emphasizes the travel itinerary and mode of transportation for the current trip,
This is the seventh post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: A recent study by Bloomberg Businessweek showed that companies with the worst customer satisfaction had better performing stocks. How can
This is the sixth post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: Is the ability to create delighted customers something that can be taught or something that is inherent in the employee’s
This is the fifth post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: How do you balance providing “above and beyond” customer service with being efficient with the volume of inquiries you receive?
This is the fourth post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: What is your opinion on automating responses to email inquiries based on content included in the inquiry to improve response
This is the third post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: How can you incent or encourage voluntary behaviors that get to customer delight if it’s not part of the expected
This is the second post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: In many CS organizations, agents are bound by policies, procedures, and access restrictions. This limits an agent’s ability to “wow”
This is the first post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to
Last month while working in Las Vegas, a funny thing happened. I was in my hotel room preparing to speak to a group at The Venetian hotel. I checked the clock and realized I was on in 90 minutes and so, put my laptop in my bag, slipped on my
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