Key Industries
-
Recent Tips and Posts
-
Seamlessness – Why the Customer Thanked You – 6/23/26
This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer. A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, and extra work resulted. The […]
When to Avoid the Escalation – 6/16/26
The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would escalate. Is it that […]
Let’s be Clear on Clarity – 6/9/26
When trying to manage expectations, it’s vital to be clear with the customer. But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another. However, there are some basic tenets to keep in mind […]
