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Empathy is the key quality of somebody who’s great at customer service.  We talk about it often – what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how to be emphatic.  There are […]

Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs with us.  We are […]

I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff and managers in Service Excellence Training […]