Organizations in which peers hold one another accountable perform better than those that rely on management oversight alone. Jospeh Grenny (The Peer Principle) and Patrick Lencioni’s (The Five Dysfunctions of a Team) make similar points – when we share the
Newsflash! The White House has consulted with industry leaders to help government improve its ability to deliver customer service. I’ll generally endorse any efforts to improve service but forgive my skepticism regarding the White House’s chances of success. As a
The saying “you get only one chance to make a first impression” has never been truer. In an age where information flows quickly and freely customer service must be a reason prospects buy from you and customers return to you.
It’s no secret that customer service departments, like all others, are asked to do more with less. The secret (shhh), is companies that do a few things with focus are better able to satisfy their customers than companies that do many