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It’s a big buzz in the customer service world and in the business world in general. It’s all about social media – Twitter, Facebook, whatever your preferred flavor may be. In the article Carriers using social media to measure & improve customer service, an IBM exec notes during a forum in Dublin, Ireland that a […]

Here’s a customer service horror story from many years ago. It’s worth recalling for you… I went to get the newspaper on a Sunday morning and noticed water flowing from the garage. Yikes! The water heater was leaking, so I called a plumber. After one ring, the company answered and promised a prompt response from […]

I will pay you for better customer service, a better experience, higher satisfaction. No, this isn’t me talking to you; this is the Federal Government talking to hospitals. In a Healthcare Leaders Media article, the author states that “Higher Medicare reimbursements will require higher patient satisfaction scores, which will require higher employee engagement, which will […]