Richard Shapiro

Why Don’t We Just Pick up the Phone?

Based on the title of this blog post, you are probably thinking that I'm going to write about why companies don't pick up the...

Making A Difference: The Little Things Count

Years ago, one of my clients made special arrangements for vendor partners and company associates from out of town to stay at a small...

Average Talk Time and The Emperor’s New Clothes

In Hans Christian Andersen's short tale of The Emperor's New Clothes, a vain Emperor who cares for nothing but his appearance and attire hires...

The Power Of A Simple Thank You

"Thank you" – two simple words that can mean something genuine or nothing at all depending on the way they are delivered. I am...

What Are The 7 Customer Service Trends For 2012 That Any Professional In The...

With the advent of social media, customers have become the voice of the brand. With all communication, professionals need to think of the customer...

Is Your Company Ready to Serve the Latino Consumer?

Most everyone knows that the Latino population is the fastest growing ethnic group with 25 percent of all births in the U.S. being of...

Instant Communication Requires Instant Opt-out Options

Like you, I get a great deal of email every day. Honestly, I do enjoy receiving email messages from friends, clients and networking folks...

Customer Service: The New Frontier

As someone who understands the importance and champions the cause of customer service excellence, I am truly amazed that this valuable function is frequently...

The Missing Component to Repeat Business: The Leave-Behind

Generating repeat business is not that difficult once you understand the three basic components of any interaction. Each service transaction, whether it is face-to-face,...

To Generate Repeat Business, Helping Customers is at the Heart of Any Interaction

Customers want to feel that frontline associates are doing their best to help them find what they need. Customer service is all about helping...

Repeat Business Starts with ‘the Greet’

In any interaction, whether it's a visit to a retail store, a call to a contact center or the click of a mouse to...

Welcome to Asheville!

We all know that flying can be a hassle. Long lines, extensive waits, delayed and cancelled flights, and frequently robotic, indifferent or even hostile...

Marketing & Serving Latinos: the Disconnect

Most large corporations have targeted marketing efforts towards the Latino community as a way to increase revenue. The Latino population is currently the fastest...

Front-line Associates = First Impressions

How many times have you heard the saying, "you only have one opportunity to make a great first impression?" Many front-line associates are so...

Turning a Resolution into a Lifetime Customer

It's January, and we all know what happened one minute after midnight on December 31st; if you are like most, you probably pledged to...

10 Tips for Turning the Return Counter into a ‘Welcomer’ Counter

After the holidays, consumers will return or exchange billions of dollars of merchandise. No one enjoys the return process; they may feel guilty about...

Who Hired These Folks?

About a year ago, I took my family to one the most prestigious museums in New York City. As suggested via the museum website,...

Customer Service in 2012 – My Wish List

As 2011 draws to a close, many of us are putting together Holiday Wish Lists. Working in the Customer Service industry, here is...

Do you have your own “Cheers”?

I'm a fan of some of the old sitcoms, and one of my favorites is Cheers, one of NBC's longest-running series, airing from 1982...

My Passion For Customer Service

I am always interested to learn how people became passionate about customer service. Let's face it, some people really don't care if a front-line...

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