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Everything is changing for customers.  How they buy products and services…how they get customer service…where they get information from, and who provides the information. So, confusion and frustration can ensue.  Let’s help customers navigate our new world, our new systems and processes.  It’s about Empathy and Expectations; it’s about Input and Improvement: Empathy: If customers […]

Herman Melville, the American writer/novelist, once said:  We cannot live only for ourselves. A thousand fibers connect us. One great characteristic of those working in customer service is the fact that we are living and working for others as much or more than for ourselves.  Melville talks about having connections with those others.  A good […]

With all due respect to the movie Jerry Maguire, this tip is not about the life of agents for professional athletes.  It’s about customer service and what it really means to help. We’ve seen employees wear badges that say “Ask me. I am happy to help!” or “May I help you?” or “How can we […]