People
Smiling – Not Just for Customer Service
Good morning! I’m back after an extended absence due to a huge project at work. On with this post. We all know (or should) how important a smile is in customer service. We can even hear a smile over the phone. But smiling is also great for you and your colleagues! In the workplace I [...]
Incentives for Customer Service
I recently read the following post: Incentives and Consequences | fastgrowth advisors. It reminded me of a post I did a year and a half ago titled What is Paid for REALLY Gets Done. Have you thought about the consequences of the incentives you offer to your staff? Are they really driving the behaviours you want? [...]
Speak Like a Human to Enhance Customer Service
I was browsing Delicious for interesting content using the ‘customerservice‘ tag and came across this excellent article. (Thanks to briangryth for tagging.) “My Challenge to you: only speak like a human at work” on the Telegraph. Like any valuable relationship, the ones we have in business hinge on trust. And trust depends on openness, respect [...]
Use of Fear in Delivering Excellent Service?
A few days ago, Kate Nasser published an interesting post called “Empathy in Customer Care – Lose Your Fear!“ In it, she discussed how people are more willing to help others who are afraid rather than those who are angry. I even added a comment to the effect that this is an evolutionary trait that [...]
Using Social Networks for Good
This is a bit different from what I usually post; please bear with me. I used to work for Nuance Communications, while I was there one of my colleague’s employees went on long-term disability. He has MS (multiple sclerosis). He’s been blogging and I interact with him once in a while via Facebook. Unfortunately, his [...]
