Trust Enhances Employee and Customer Experience
Whether you are talking about a customer relationship or employee relations, there is an essential element that must be part …
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Amazing Customer Service Gives the Edge
Today I’m going to tell you about a business tool that you can use to gain a competitive edge over …
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Operationalizing a Customer Service Culture
Building the ideal corporate culture doesn’t happen by chance. If you are a leader of a company or organization and …
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The Basics of Customer Service
Great customer service isn’t rocket science. Customer service isn’t a department. It is a simple philosophy that should be practiced …
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Moments of Truth, Misery and Magic
In 1986 Jan Carlzon, the former president of Scandinavian Airlines wrote a book, Moments of Truth. In his book, Carlzon …
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The Value of the Customer
Some people feel that customers are the lifeblood of our businesses. They even say that the customer may be the …
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Operations Driven Versus Customer Driven
Is your business operations driven or customer driven? One day a woman went grocery shopping. She and her husband, a …
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What To Do When You Can’t Say Yes To Your Customer
One of the most negative situations one can create with a customer is to say “no.” In general, people hate …
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The Complaining Customer
The complaining customer – we just can’t stand them! Well, most of us can’t stand them. The reality is that …
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