by Cathy Miller | Jul 31, 2023
Have you become so accustomed to bad service that good experiences are customer service surprises? How can you avoid a negative view of your own customer service? One way is by surprising your customers – in a good way. The following are examples of customer service...
by Cathy Miller | Jul 30, 2023
COVID may have killed the idea of customer service speed. Just getting someone to answer is a major challenge. Yet, companies still track metrics for speed. Like how long it takes for a representative to pick up a call or the time it takes for a webpage to load....
by Cathy Miller | Jul 2, 2023
The origins of words and phrases are fascinating. At least to this word nerd. But what if the word or phrase you use is rooted in racist or biased meaning? Would it change your mind about using that phrase? We all use throwaway, everyday phrases to make a point or...
by Cathy Miller | May 22, 2023
Do you feel like the phrase positive customer service is a contradiction in terms? Especially after the pandemic. Customer service has become another do-it-yourself response. Forums of users searching for help (from who knows who) Customer service agents without...
by Cathy Miller | Apr 24, 2023
Miranda was happy with her latest email regarding her upcoming webinar. She gave clear instructions for signing up. The sign-up form was simple. And the Help information was prominently displayed. But all she got back was one big customer fail – abandoned...
by Cathy Miller | Mar 17, 2023
Do you silently seethe when you receive negative feedback? Or do fiery words erupt and spew all over the nasty instigator? One fallout of our online world is instant feedback. Comments include both valid and unfair criticism. Some commentary can knock you off your...
