Teresa Sinel
Teresa Sinel
Teresa Sinel is the Director of Operations, Analytics and Innovation for VIPdesk, the award-winning pioneer of home-based virtual customer care solutions for global brand leaders committed to enhancing their brand experience. Serving over 40 client programs and 10 million customers, VIPdesk specializes in delivering Concierge Programs, Contact Center Services, and loyalty programs for national brand leaders in the travel, auto, financial services, real estate and retail industries.
The Core of Customer Service – It May Not Be What You Think
Everyone has their own take on what makes a top-notch customer service experience and most companies have teams dedicated to ensuring that their beliefs,...
Training the Next Generation
My son is graduating from high school this Saturday and I swear I don't know how we ended up here, with him all grown...
The Art of Listening and Its Impact on the Customer Experience
"The greatest compliment that was ever paid me was when one asked me what I thought, and attended to my answer." ~ Henry...
The Language of Social Media
"Words – so innocent and powerless as they are, as standing in a dictionary, how potent for good and evil they become in the...
The Power Behind Random Acts of Kindness: How Paying it Forward with Team Members Can Benefit Your Relationships, Your...
By nature, people want to help others. Doing something meaningful for someone else is an endorphin-releaser that makes us feel good. It...
Can Free Shipping Make or Break an Online Sale?
As a former big city girl living in Denver during my formative years and Chicago in my 20s and 30s, I always wondered what...
The Great Circle of Shopping
Just like Life, there is a Great Circle of Shopping. Companies make products that appeal to us, we buy those products, we enjoy...
QVC and the Customer Experience: What Are They Doing Right?
My household after work is probably not a lot different from yours. Assuming everyone is home for the evening meal, there is the...
Who Cares About Brand Loyalty?
ForeSee, one of the powerhouses in customer satisfaction surveys, came out with their 2011 e-retailer holiday assessment not too long ago. There were some...
Cyber Monday Mania
How did you shop over the Thanksgiving weekend? If you're like a growing number of consumers, you may have taken advantage of in-store...
Smart Phone Love: Giving Customers What They Want Before They Know They Want It
Even though there are new deals every day, owning a cell phone is not cheap. For a family of four, it's not uncommon...
Rounding for Business
Rounding…Proactively, engaging, listening to, communicating with, building relationships with and supporting your most important asset (your employees). ~ Studer Group The phrase "making the rounds,"...
Anticipation
I was pondering the content of this blog post today, which initially involves a lot of staring into space, adopting a serene Zen-like state,...
Walking in the Customer’s Shoes: Why Your Customers Turn to Social Media for their Customer Service Problems
I have spent the last two-plus months being a frustrated customer…a very frustrated customer. I did everything by the book, followed protocol, adhered...
Life Lessons Mom Taught Us About Customer Service
What would we do without our moms? They taught us right from wrong, how to sew up the holes in our socks, and...
Achieving Work-Life Balance: Flexible Work Options Benefit Both Employees and Employers
"Studies show the benefits of flexible work arrangements can include: Improved worker productivity and efficiency Increased job satisfaction Better employee morale Improved employee engagement Less…
These Are a Few of My Favorite (Customer Service) Things
I've spent a good chunk of my career monitoring customer and agent interactions and I could probably write a book about the spicier things...
Uncomplicating the Customer Experience
We live in a complicated world with complicated people, things, and technologies, and sometimes that also serves to complicate the service we receive. ...
Has the Homeshoring Revolution Fizzled?
Most of us remember or have been impacted at one time or another by the offshoring movement that began in the 1980s, when thousands...
Managing from Within: The Power and Passion Behind Good Management
A manager's most difficult job is to manage, inspire, and encourage their teams to be better tomorrow than they are today, and that's a...