Customer Service
Training Library:
Customer Contact
Get Out of the Ivory Tower Popeye's Chicken & Biscuits chain of more than 1,300 restaurants promote understanding between the people in head office and the restaurants with...(read more)
Add Value First, Reap Later I was teaching about customer loyalty when one participant
asked, ‘What if your competitor has already built a close
relationship with...(read more)
Who Were They Designing It For? I am regularly amazed by
brand new facilities that are obviously user-unfriendly.
Huge investments of time and money...but who are they
designing...(read more)
The Holidays Are Here I use a credit card for many business purchases. Since I
travel a lot, this means quite a bit of money is charged...(read more)
How to Be Customer Unfriendly One of my favorite airlines committed a customer interface blunder. They changed the automated telephone menu system for reservations, removed...(read more)
Three Steps to Welcome A British gentleman, his American entertainer wife, an
Australian event coordinator and me. Four different cultures – and different...(read more)
Keeping in Touch at Popeye's Popeye’s Chicken & Biscuits has launched another program
called ‘Keeping In Touch’, in which Support Center employees...(read more)
Make It Person-To-Person Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is...(read more)
Who's Answering Your Email? Websites, e-mail and digital voice mail are changing the game in business. Some companies are taking the lead with great digital...(read more)
How Not To Build With Bytes I bought a new
notebook computer and wanted to get an extra flash card
for easy 'on the road' backups. I sent an e-mail to
the...(read
more)
