There are eight points of encounter that give you the opportunity to create a sensational customer experience.
The first point of encounter is when people become aware of what you do and hear about your organization. It might be the web site, it might be a referral, or it might be some great marketing materials you sent out.
The second point of […]
This year, let’s focus on creating a world-class customer service culture. We sure hear a lot about organizational culture. It would be great if people were nicer to each other at work because these interactions between coworkers affect customer service.
One of my favorite books on customer service is “Great Customer Service On the Telephone” written by Kristin Anderson. The book […]
Do you sometimes feel like a loser? Do you feel like your career has stalled, your financial future looks grim, your friends are few, your family doesn’t seem excited to see you, you could lose a few pounds, and you’re losing hope that anything will change? Maybe you should set a few goals.
Setting goals does relieve stress because it gives […]
Is your schedule full and your stress level high? Do you have any time for distractions or delays? When others drop the ball, does it blow your stack? Often we don’t have room in our calendars for disruptions. How can we respond more effectively to delays?
When we get stuck in traffic, or the flight is delayed, or the train is […]
Change is hard pretty much for everybody. Some people are merely suffering through it. Some people are skipping down the hallway, high fiving and back slapping, acting as if there is nothing to worry about. Is it possible to thrive rather than just survive change?
In a great book entitled, “Strategies for Fast-Changing Times” written by Nate Booth provides six […]