Using scripts for live chat customer service
A couple of weeks ago, I was asked to provide feedback on an article that detailed a number of customer service scenarios and suggested scripts
March 7, 2017
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Are Your Customers’ Experiences Getting Sanitized?
The following is a guest post by Chip Bell. Chip’s latest book, Kaleidoscope, uses stories, anecdotes, and quotes to inspire and instruct. If you’ve gotten
February 14, 2017
Exceptional customer service doesn’t happen by chance; it happens by choice
Last week I was interviewed for a customer service podcast. The host has authored several books on the topic and has an excellent reputation as
January 23, 2017
Acceptance of Average
Macy’s is in the news – and it’s not good news. It was reported on Wednesday that Macy’s is closing 68 stores and cutting more
January 8, 2017
Anticipatory customer service
Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who
December 29, 2016
Nuance is never obvious
Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives
November 8, 2016
Know thy customer
I recently received a review copy of The American Retail Value Proposition: Crafting Unique Experiences At Compelling Prices by Kyle B. Murray. Among other gems,
October 20, 2016
Every week should be customer service week!
Customer Service Week (Oct. 3-7) is approaching and, since I work in the field, I suppose I should contribute to the conversation. Let me begin
September 28, 2016
The Seacret to Sales Success
Earlier this month, I met Adele. Not the Adele you’re thinking of – I’m not sure how well she sings – but this Adele can
September 21, 2016
