Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it …Read More
customer service training
Team Leaders As Performance Coaches
In my last post on the topic of the changing role of a team leader in Customer Service, I promised more about the skills, daily routines and …Read More
Team Leaders & Their Changing Role In Customer Service – session 1
Team leaders are a group in transition. The Customer Service Operations they work in are now entering a third phase of existence. Just …Read More
The Human Chemistry Of Customer Service
I've just come back from Rioja. A place obviously associated with wine. It was only on my return though that I discovered how much I'd …Read More
For The Sake Of A Clean Car
Since I don't currently belong to the 1% of über wealthy, money right now is tight and so expenses like car servicing are unwelcome. I …Read More
Painting A Customer Service Strategy: session 3
Thus far we have considered strategy from the customer point of view. Now it is time to incorporate the needs of two other important …Read More
Painting A Customer Service Strategy: session 2
This is part two in a series of posts on Customer Service Strategy. Part one was a personal orientation on "why bother"? This session …Read More
The Trouble With Zappos
Recently I had the good fortune to hear the Zappos story first hand. A rather jet lagged Alfred Lin, the Zappos COO and co-creator of the …Read More