Search Results

Category: Customer Service
5 principles for leading teams
Customer Service

5 Principles for Leading Teams

 

The analogy between leading a successful team and growing a successful crop puts a lot of things into perspective. Here are the five principles of leadership from the Journey to WOW that every leader should embrace:

Read More »
customer service tone of voice
Customer Service

Master your tone of voice

 

Intuitively, most of us know how important tone-of-voice is in customer service. It’s one of the 6 pillars of customer service, and is a critical skill for anyone who does business over the telephone.

Read More »
Listening is more valuable than talking
Customer Service

Are You a Talker Or a Listener?

 

The next time you’re out with a group of people, having lunch or at some other social event, try this little experiment. It has two parts.
1. Don’t talk.
2. Ask a question

Read More »
One person can make a bad experience
Customer Experience

It Only Takes One Person…

 

One waitress. One (very bad) mistake. One poor management decision. How many thousands of dollars will be lost in the ripple effect of this?

Read More »
roi of customer service
Customer Loyalty

The ROI of customer service

 

What is the ROI of customer service? It’s a great question. It’s also a bit of a trap, because most of the answers you’ll get aren’t helpful.

Read More »