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CUSTOMER SERVICE, MICKEY MOUSE STYLE by Karen Flaherty Ask most agency owners what distinguishes their firm from the competition and the answer is almost always, 'We give the best service.' Ye...
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CUSTOMER SERVICE: ACCENTUATE THE POSITIVE by Patricia Czech No doubt, you've heard of the 3-11 Customer Rule. It holds that a happy customer will recommend your business to three peop...
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CUSTOMER SERVICE: ACTIONS SPEAK LOUDER THAN WORDS by Jack Burke I recently attended a city council meeting in Hollister, Missouri, a sister city to Branson. I attended in order to support...
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With e-mail we're limited to words. Another challenge is that we can never be certain that the person with whom we think we're corresponding is actually the person they say they are. Mike Manes shares a lesson he learned about poor customer service.
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CUSTOMER SERVICE: BEWARE THE BUREAUCRATIC TRAP! by Jack Burke Self-imposed rules and regulations can often rule, rather than serve, our relationships with customers. In this document, ...
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CUSTOMER SERVICE: EVERYONE NEEDS A HERO by Jack Burke I'd like to introduce you to a hero-Elizabeth Acevedo. Elizabeth didn't pull anyone from a burning building or develop a vaccine fo...
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CUSTOMER SERVICE: IT'S NOT ABOUT TECHNOLOGY by Ed Higgins One interesting observation about technology applications is that agents have focused strongly on improving efficiency. M...
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CUSTOMER SERVICE: ONE BAD APPLE by Jack Burke Unhappy employees result in unhappy clients. Every so often we all experience some degree of in...
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CUSTOMER SERVICE: REALITY CHECK by Mike Manes Mike Manes presents a series of episodes that he observed in a single week while visiting his mother-in-law during a rece...
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CUSTOMER SERVICE: THE AGENCY STAFF SURVEY by Preston Diamond Find out if your CSRs are willing and able to provide quality client service. If you can't service your curre...