Customer Service
The Critical Ingredient of Extraordinary Customer Service
In today’s global marketplace where many companies offer similar products for comparable or lower prices, great organizations know the competitive edge is gained or sacrificed through customer service. In a class I taught at San…
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Customer Service, Employee Engagement, Leadership
How to Tactfully Discuss Customer Complaints with Employees
Customers are critical to a business’s success. So what happens when you receive multiple complaints from customers about an employee’s behavior? An executive we’re coaching recently faced this problem with a long-term employee. The complaints…
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Customer Service
How to Thrill Your Customers
The term customer satisfaction is used often. But do you really want to just satisfy your customers? It’s true, satisfied customers are often repeat customers, but thrilled customers are also repeat customers; except they bring…
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