Management, Human Resources, and Life in a Customer Focused World

Brad Worthley is a well known speaker, consultant and behavior change specialist. He publishes a monthly newsletter called “Exceed Customer Expectations!”. I find his insight and thoughts to be quite interesting sometimes. In April 2008 newsletter, he wrote:
When you get busy and the adrenaline is running, you may find yourself speaking to customers faster than [...]

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There is a topic that is always a challenge at a so called “customer service center”.  These call centers or service centers perceive themselves as answering customer questions and giving the customer information about their account.  They perceive themselves as separate from the revenue, separate from the sales, and separate from the success or failure [...]

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Yesterday, Service Untitled wrote a post called “How good are your grammer and spelling?“.  Yes, the errors in the title were on purpose, but it gets the point across.   Customer service emails need to be professional and accurate.  They need to be written better than “Hey. To answer yer question, take a look page three.”  [...]

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If you run a customer service organization and you have heard “the system won’t let me” from your agents, think about whether you’ve given your agents enough empowerment and/or whether the systems are what are keeping you down.
Service Untitled » The system won’t let me. – customer service and customer service experience blog
The writer of [...]

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