Teresa Allen

Why Customer Service Scripting IS Necessary: ‘Our System is Beyond Our Control’

There has always been a debate on whether scripting for customer service reps will make them sound too mechanical and less spontaneous. A recent...

Are you Pleasing or DELIGHTING your customers?

The J. D. Power 2012 Customer Service Champions report identifies key practices of brands that provide exceptional service. Hiring the Right People and Empowering them...

Proactive vs. Reactive Customer Service

In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive service. They complimented their account reps on...

Have You Called Your Office Lately?

Every now and then we all need a reality check. This month I would suggest a customer service reality check in the form of...

Easily Integrating Sales with a Social Cause

I bought several domains on GoDaddy today. When I got to the shopping cart, there was a message that I could round up my...

How to Handle Insitututional Complaints

As a customer, have you ever been frustrated by the way a company does business? Case in point would be the times you are standing...

Avoiding a Costa Concordia Styled Service Recovery

Costa Concordia has supposedly offered passengers a 30% discount on future cruises. Now I don't know about you, but had I been a passenger...

Why NOT Do What the Customer Asks

The customer is not always right and you should NOT always do what they ask. Hopefully you know your products and services better than your...

What I Learned Car Shopping

I recently helped my daughter shop for a car. Next to having teeth pulled, I would rate this as one of my favorite activities....

Are You Giving Customer Service Tricks or Treats?

With a birthday the week of Halloween, you can believe that I have lots of memories of Tricks and Treats over the years… (we...

The 3 Time Zones of Customer Service Training

When training staff on customer service improvements, we often only talk about what is done during the sale in front of the customer. It...

What is Your Wait Tolerance?

Yesterday I sought to clog my arteries by getting a 'FAST FOOD' lunch from a Burger King drive-thru. It was anything but fast. The...

Do You Know What Your Customers are Saying About YOU?

If you have taken any trips lately, you probably have consulted a travel informationwebsite for information. I do this not only for my bookings...

How NOT to handle a Customer Complaint

I had a customer service encounter today that had so many lessons I hardly know where to begin. Since the service provider ultimately 'made...

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