By John Tschohl Companies may not be able to prevent all problems but they can learn to recover from them. A good recovery can turn angry, frustrated customers into loyal ones. It can, in fact, create more goodwill than if things had gone smoothly in the first place. Opportunities for service recovery are numerous. If […]
If you want to walk the shortest path to frustration and failure, short-change training. No one in the world today, even the Egyptians themselves, really know how to build a pyramid like they did during the glory days of the Egyptian pharaohs. Why? Because they had a lousy training program. The pharaohs: Didn’t document their […]
All of us suffer from the condition that we don’t know what we don’t know. However, for many, there lurks a problem that is even greater and it has come to be known as the Dunning-Kruger Effect. Psychologists David Dunning and Justin Kruger uncovered and described an interesting – and troubling– phenomenon. Many of the […]
By Robert Siciliano In your dreams: Sensitive customer data is impenetrable, hardware is secure, and every single IT specialist has the resources and funds to carry this out. Pinch yourself to wake up to the reality: No matter how secure the non-human end of things are, the existence of people will always mean the potential […]
By Shep Hyken As I travel the world and work with clients from all types of industries, they all recognize the importance of customer service and the role it plays in marketing, sales, growth and revenue. I continue to push my philosophy: Customer service is not a department. It’s a philosophy to be embraced by […]