Help Yourself
Has it struck you that personal service seems to be diminishing, if not outright disappearing? Companies rely more and more on tools like interactive
Write Away
Electronic mail may seem quick and casual, but it’s far from easy to manage operationally. Considering how many people hate to write or find writing a
Letting Go
The changes in economic and social conditions in the past year have been accompanied by significant contractions in staffing levels in organizations of
Any Questions?
In a previous column, I made recommendations in response to frequently asked questions about procedures. This column covers three of the more common concerns
Customer Care: Coaching CSRs to Win
If you were to sit in on a typical training session in most customer contact centers, you’d see the trainer standing in the front of the room lecturing.
At Your Service
Organize your menus and prompts to be mutually exclusive Recently, I’ve been asked a half dozen or so questions repeatedly in seminars, phone calls, and
Civil Discourse
Periodic meetings are needed in units with four or more workers In the work that I do with client companies on targeted change and improvement programs,
Payoff from Payout
Pay employees well and they’ll work hard and be happy – true or false? In the numerous published rankings of ten conditions that have the most impact
Whine On
It’s good for the company when customers complain. All the customer service literature says so, and most managers say so too. When customers let you know
people
Too Close for Comfort Depending on which surveys you read, online consumers now rank their concern for the security of their personal information above