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The assumption that we can make about an organization when we hear that there are “communication issues” is that there is a lack of communication. Management did not tell staff about changes. Certain departments are not communicating with other departments about what’s going on with customers. Co-workers are not communicating with each other about basic […]

Millennials are an exceptionally large and growing segment of the customer base of many businesses. They are a unique – and in some ways – demanding group. And when it comes to customer service, there are a few tricks of the trade to consider. First, avoid the assumption that all Millennials are the same – […]

Most of us have seen flow charts. You document Step A followed by B followed by C. What does the employee do first? What report do they produce? To where do they route the call? We’ve all seen e-newsletters that go out to customers. You share what you’re doing, note great offers, and pitch the […]