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Contributed Articles

Top 10 Most Amazing Customer Service Stories Ever Told

As customers, we all had our own love-hate moments with customer service. But then there are encounters with customer service that blow our minds. Stories that make us see customer service in a whole new light. This article presents a list of legendary customer service stories, some of them from several years back—a testament that it’s stories like these that are remembered and shared over and over again.
[Full Article]   Aug-04-2013

 

Getting IT to Recover From Fear of Failure

In many companies today, IT is embedded in all functions and activities. When the business landscape changes rapidly, IT needs to innovate, introduce new tools and applications, and service the on-going IT needs of the business, all with unprecedented speed. Compounding the problem is that rapid change in the business environment means that the business does not always have a full grasp of what is required, what kind of functionality it expects the IT team to deliver. More often than not, fear of failure is what’s standing in the way of IT responding quickly to the rapidly changing requirements of the business.
[Full Article]   Aug-04-2013

 

Creating Extraordinary Customer Relationships, Even with Difficult Customers

Business professor Michael LeBoeuf famously stated, “A satisfied customer is the best business strategy of all.” This may sound simple, but any working professional knows that satisfying customers takes more than a great product; it takes a great relationship, which is admittedly a much more complicated task. Here are three tips for working with difficult clients and customers.
[Full Article]   Aug-04-2013

 

How One Business Fulfilled a Ridiculous Customer Request

Hotels live and die by customer service. When it's done wrong, you can lose a customer right away. When it's exceptional--truly exceptional--the whole world might hear about it.
[Full Article]   Jul-28-2013

 

Expect the Unexpected

When it comes to training folks to be successful contact center representatives, you know that it’s more than imparting product knowledge or processing details. Often the people we hire to interact with our customers don’t initially have the necessary affinity for our product or perhaps the life experience to understand our customers’ needs, correct a misunderstanding, make a sale or resolve an issue. In order for our agents to be effective and engaging with our customers, we must also provide our people with ‘context’ to apply what they learn in a meaningful way.
[Full Article]   Jul-28-2013

 

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