Monthly Archives: March 2016

3 Keys to Flexible Customer Interactions

Some customer service interactions are simple.  They follow established protocols or guidelines – with information that is readily available to customers.  Customer requests such as product returns are frequently managed through an established procedure that is publicly available knowledge to the … Continue reading

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The Last Call – Creating ‘First Person Resolution’ for Customers

The long-term objective of any customer service professional should be to assume more responsibility for customer experience.  I have previously posted about the need for recognition of the variation in the skillsets of our customers (Customer Competency – Picking Up the … Continue reading

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Customer Competency – Picking Up the Slack

There are certain ‘skills’ that each of us considers to be standard, reasonably-assumed competencies of being an adult.  Whether we recognize it or not, we each make assumptions in our daily interactions based on personal expectations surrounding general knowledge, capabilities, … Continue reading

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Customer Responsibility – Are We Always the Ones to Blame?

We’ve all heard the expression “the customer is always right.”  The phrase is thought to have originated more than a century ago by Harry Selfridge of Selfridge’s department stores in London, England.  At the time, the notion was incredibly progressive. … Continue reading

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Logic versus Emotion – Why Your Problems Don’t Matter

Emotion and logic are generally considered to be opposite sides of the same coin.    While we all have the ability to tap into both of these aspects of our personality, many people self-profess to lean towards one or the … Continue reading

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Make the Big Deals Small

The outcome of most customer services interactions frequently comes down to expectations.  I have written about customer expectations before (Focus on Expectations, Seeking the Exceptional) and consider the topic to be of essential consideration to anyone seeking to understand their … Continue reading

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Build a 3-Star Organization

  We live in an age of widespread access to customer feedback.  The internet and social networking provide a platform for individuals to instantly share their experiences and opinions with both friends and strangers alike.  While many organizations have embraced … Continue reading

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