Unhappy?

Unhappy!  That’s the adjective I’d use to describe it.  It’s the feeling you get when you realize you are working at a job, in a position, that’s draining the life out of you.  There are many reasons people experience this sense of despair: Some were sold dreams and the reality of the organization or the … Continue reading Unhappy?

Shift from Customer Service to Customer Experience Part 2

Colin Shaw defines customer experience as “the sum of all interactions between a customer and your organization. It’s the blend of your organization’s physical performance and the emotions that you create all measured against customer expectations across all points of interaction.” In my previous blog, I shared that anything and everything that touches the customer … Continue reading Shift from Customer Service to Customer Experience Part 2

Does Your Company Provide Sufficient Training for Customer Service Employees?

Many managers and leaders, business owners and CEO’s don’t believe that consistent and ongoing customer service training is crucial to ensuring customer satisfaction.  They believe that placing an employee in a role and paying them is all that is required for employees to provide a superior level of customer service.  This is a huge mistake … Continue reading Does Your Company Provide Sufficient Training for Customer Service Employees?