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I’ve often used the phrase “Customer Service Stars” to address people who are outstanding at customer service. And while I would never tell anyone not to continually improve themselves (sorry for the double negative…), I don’t think that people should have to be great at everything to be great. In fact, it’s often counterproductive to […]

The customers were complaining about being transferred multiple times, about voice messages not being returned, about e-mails they sent that received no response. Then the company responded with solutions. The staff needed to be more responsive. The staff needed training. The company needed a new policy. A monitoring system for staff responsiveness needed to be […]

“Those who don’t learn from history are doomed to repeat it.” Many people have said variations of this – from George Santayana to Lemony Snicket – and I’m saying it today because it reminds me of a question I was asked recently. A French financial services firm interviewed me about customer service and client retention […]