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Ted was like many employees new to the world of customer service – great intentions creating great enthusiasm resulting in great big mistakes with the customer. How? The female customer asked a question (or Ted heard at least part of the question), and it triggered something in Ted’s mind. He knew the answer. He wanted […]

I was meeting with a client’s leadership team recently, and we had some interesting conversations about how to measure customer satisfaction. While most in the room wanted to measure with – well…measures – one of the executives preferred to rely on subjective information – was she receiving complaints? Was she hearing from “Raving Fans” of […]

What could go wrong? I need to figure that out so I can be prepared to respond in the right way. I need to anticipate the issues that could arise so that I’m prepared for them. After all, failing to prepare is preparing to fail. What are all the roadblocks that I could encounter? I […]