Customer loyalty is a direct result of the integrity displayed by the company. Integrity – adherence to moral and ethical principles; soundness of moral character; honesty. In the business world today, integrity is something that we hope to find in the companies that we interact with. The successful companies are those that have integrity as [Read More]
May 24, 2010
Trying to be Nice CAN Cause Distress
I gave a presentation on communication last week and had an interesting conversation regarding the use of words when we are trying to be helpful. We had already covered the basics of body language being 55% of the communication model, tone of voice being 38%, and the words we use accounting for 7% of our [Read More]
May 18, 2010
Complete the Puzzle for Better Customer Service
I recently had an issue where I needed to hire an expert to fix the problem. It was a technical issue and the associates were very friendly and more than helpful. There were many things that had to be done and processes to be double checked before I could use the application again. My challenge [Read More]
May 11, 2010
Managing the Customer Experience is Good Business
Customer Experience Management is Good Business When we consider customer service and it’s basic premise, it really comes down to the fact that it’s just the right thing to do. If people pay me money for something, I can’t imagine a scenario where it wouldn’t be the right thing to be appreciative and deliver the [Read More]
May 3, 2010
Excellent Customer Service is the Best Prescription
I love being a mom more than anything else in the whole world, even chocolate. But, one of the things I dread as a mom is getting that phone call from school informing me that one of my children has “Pinkeye.” So, last Tuesday, I picked up my daughter from school and headed to the [Read More]