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Guest Post: 5 Tips to Improve a Bad Customer Experience
This week we feature an article from Skylar Ross, contributor at Raincatcher. He writes about how to turn negative customer service interactions into positive experiences. You would more than likely...
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The Show Starts When the Phone Rings
You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician. Growing up throughout high school and college I performed at...
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Culture is Contagious
I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. It’s...
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5 Top Customer Service Articles For the Week of March 15, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would...
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Amazing Business Radio: Neil Baum
A Prescription for Excellent CX Customer Service Lessons From the Disney of Healthcare Shep Hyken interviews Neil H. Baum, MD, Professor of Clinical Urology at Tulane Medical School in New Orleans,...
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The Worst Sales Call Ever
Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great...
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The “Always” Concept: What We Must Always Do For Our Customers
One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. When the customer uses the word always followed...
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5 Top Customer Service Articles of the Week 8-23-2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to...
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5 Top Customer Service Articles of the Week 4-11-2022
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to...
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Good Intentions Can Be More Important Than Perfection
Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point. He agreed that the lesson is about being...
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