Teresa Sinel

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, value systems, and service delivery expectations are properly baked into training, marketing, and recruiting materials. We want to...

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 up and me wondering where the years went. Yes, it's clichéd, but boy, is it a huge dose of...

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 David Thoreau I try to be a good listener. I really do. But I am totally guilty of violating...

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 hands of one who knows how to combine them." ~ Nathaniel Hawthorne Social Media, as the name implies, involves person-to-person...

The Power Behind Random Acts of Kindness: How Paying it Forward with Team Members...

By nature, people want to help others. Doing something meaningful for someone else is an endorphin-releaser that makes us feel good. It also starts a chain reaction. When someone does something nice for us, we want to perpetuate that good deed...

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 life in the country would be like but never enough to give it more than a passing thought. I...

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 the great service that goes along with it, and we keep coming back. If any of those elements are...

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 requisite "what do you want for dinner?" question followed almost religiously by the "I don't know…you pick" response, which invariably...

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 big increases (Amazon.com, Avon, QVC, Apple, JC Penney), some significant declines (Netflix, Gap, Overstock), and a lot of good information...

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 craziness on Black Friday but by the end of the weekend, you and 226 million of your fellow bargain hunters...

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 to spend more on phone and data plans than on water, electricity, and heat combined. Granted, many households are...

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," also known as "rounding," clearly has medical roots. It brings to mind individuals in white coats walking through hospital corridors...

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, completely vacating my mind, and trying to isolate what has particularly moved me in the past week. During the 'staring into...

Walking in the Customer’s Shoes: Why Your Customers Turn to Social Media for their...

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 to chain of command, you name it, but no one was listening or helping or caring. I felt like...

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 made sure we knew we were loved. They also imparted a lot of valuable lessons about working together 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 absenteeism Less turnover which results in less money spent on hiring, training new employees Increased balance between work and family/personal…

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 I've heard when listening to live and recorded calls. Some have made me laugh, some have made me cringe,...

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. While I am a big fan of checking out a company's website to help me answer a question, every now...

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 of jobs and countless call center operations migrated overseas as a means for businesses to better control operating and hiring...

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 tall order no matter how you slice it. Managers deal with different personalities, trying to keep their teams happy...

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