I do a lot of my clothes shopping at Talbots. I like their classic styles, well made clothes and robust website. However, one of the main reasons I am loyal doesn't have to do with any of these things. It has to do with someone I spoke to a number of years ago in their contact center.

For I had ...<< MORE >>

I joined facebook last year when I started organizing my high school class reunion. I have found it is a great way to keep in touch with old friends. I also set up a facebook page for my company, and have joined the facebook pages of businesses, politicians, travel, charities and things that generally interest me. Some, such as ...<< MORE >>

For Mother's Day this year, my sons gave me a great gift. They scanned all their baby photos, so now I have digital copies! I have had so much fun looking at the pictures; funny thing is, I clearly remember when they all were taken. Even though so many years have passed by, it seems as if it was just yesterday.

The same thing can be said for the progress made with service. Sometimes, when you make a commitment to ...<< MORE >>

Studies have shown that a consistently good, branded customer service experience can improve sales and profitability. Did you know the same is true for customer service and a reduction in lawsuits? A study by Hickson and Levinson, published in<< MORE >>

My windshield wipers were stuck in the up position. I tried to have it fixed at one of those no-appointment-needed auto repair places, but they weren't able to fix it. Of course, even though it took one minute to diagnose that fact, I had to bring the car there twice, because they were busy the first time, and the no-appointment-needed place actually gave me an appointment for later in the day. I thought it was ironic they asked when would be convenient for me to bring it in, because I wanted to say 'Now. Now is convenient. That is why ...<< MORE >>

"The person who says it cannot be done should not interrupt the person doing it." - Chinese Proverb

In order to resolve client issues, do your employees need to jump through hoops? Are your best client-focused employees also successful within the firm?

Employee sample profile: An employee, when seeking a resolution for a client issue would relentlessly call the area within the firm that would be able to correct the issue. If she didn't receive an acceptable resolution, she would physically sit outside that individual's office until she received a resolution. Clients loved her. Within the organization, she had moderate success, at best. Her reviews said people ...<< MORE >>

My son is a junior in high school now. Getting him to this point has not been easy, because he's the type of person who, when given a homework assignment, determines whether or not it's worth his time. 'Why do I need to know that?' Is something I hear frequently. It's not as if he's not capable. When he wanted to get his drivers' permit, he studied online for 20 minutes and passed with flying colors. Studying is simply not ...<< MORE >>

Very often managers who give negative feedback will sandwich it between positive news. An example of this tactic may sound something like the following:

"You're always on time for work. You really handled that call poorly. You greeted the caller correctly."

So perhaps I'm exaggerating a little, but the point is the positive feedback is supposed to make the recipient feel better about receiving the negative feedback. The problem with using this tactic is everyone ...<< MORE >>

It seems as if my diversity entry last week hit a nerve with many of my readers, especially those of you who are job hunting.  Many of you agree that companies and clients could benefit from employees who have the transferrable skills, but experience outside that firm's specific industry.  I'd like to take this diversity topic further, because great service is about developing relationships with the client, making the client feel valued, and exceeding client expectations.  This would imply and often is based upon the benefits of a stable workforce. 

There are times, however, when long employee tenure could in fact hurt the clients' experience:  

• When employees' world-view is only dependent upon that company, the employee stops questioning the absurd.  To exemplify, when I bought my first home, it had cabinets that were ...<< MORE >>