Small change, big impact

If you were fishing and had a fish on the hook, would you ever cut the line? Probably not, but that is what my service team was doing until we realized the error in our process, and made a small change that resulted in a big impact. To explain, I ran the service...

How to succeed with difficult customers

We have all heard the reasons why providing a great customer experience is the secret sauce to business success. It requires less effort to retain existing customers than to acquire new ones, unsatisfied customers are more likely to tell others about a bad experience...

How to Create a Culture of Customer Service

When was the last time you received truly great customer service? I mean truly great—an instance that made your day, you shared with others, and the next time you needed to make the same transaction, didn’t hesitate on which provider to choose? Exceptional customer...