Recent studies show compelling evidence that US customer service centers are moving their employees north. The reason may surprise you. It turns out that service representatives treat people better when they are cooler. But when employees are warmer, for example
If you’re familiar with the expression “fake it ‘til you make it” consider adopting it as one of your Customer Success tenets. Training your customer-facing employees to bend the truth a little can help you reap amazing business results. Here’s
Readers who have even a casual interest in customer service are well aware that customer service is terrible worldwide. What no one seems willing to admit or address is that the main reason service is so poor is because of
The methods below represent some of the most thought-provoking, simple, and underused ways to improve the customer experience.