Customer Service Education
Use Positive, Proactive Communication To Improve Customer Loyalty
Every insurance company in the world is concerned about ‘persistency’, keeping policies in force by making sure clients pay their premiums year after year.
... Read MoreCommunication Is Critical For Customer Service Quality
When customers know what to do, how to do it, what to expect and why, they usually follow instructions.
... Read MoreCustomer Experience Consulting Shows Need To Manage Expectations
A diversified medical group suffered from a common procedure that frustrated patients, doctors and laboratory technicians every day.
... Read MoreOffer More Than Data To Improve Customer Satisfaction
One of my students was looking for his room on the second floor of his hotel in London, United Kingdom.
... Read MoreClarity Is Critical To Improve Customer Experience
Sue forwarded me a strange e-mail she received from a catalog retailer in the United Kingdom.
... Read MoreExcel In Customer Experience Management By Making Clients Information Rich
I bought a new hat to shield my balding head from the summer sun. The store had over 200 hats
... Read MoreEducation Makes Starbucks’ Customer Service Quality Star Shine
I avoided caffeine for many years. But with so many flights and late, late nights, I recently tried ‘just a sip’.
... Read MoreMake Sure Everybody Knows About It To Improve Customer Service Quality
I recently stayed at a major hotel in Perth, Australia. On the telephone in my room was a small card indicating the phone and fax numbers of the hotel.
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