Leaders, do your teams truly understand and deliver on customer urgency? If your answer is, “Yes, because we have priority schemes they follow,” you may be surprised to witness what actually happens in real time. Image by Patti Morris via Flickr Attribution License. Customer Urgency: Do Your Teams Truly Deliver on It? Recent Event I […] The post Customer Urgency: Does Your Team Truly Deliver on It? | #CX #Leadership appeared first on KateNasser.com ..read more

Great contact center reps and agents spend most of their time saying yes and delivering resolutions to customers. However, sometimes they must say no. There is a secret set of steps for doing that well. Image by Frederic Gombert via Flickr Creative Commons License. Great Contact Center Reps Know How to Say No Most of […] The post Great Contact Center Reps: The Secret to Saying No | #PeopleSkills #cctr appeared first on KateNasser.com ..read more

Persistent causes of horrible customer experience & patient experience & how to address them. Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on KateNasser.com ..read more

Your people skills blunders w/ others happen when your ego trips and sinks you. Real life examples from Kate Nasser, The People Skills Coach™ The post People Skills Blunders: When Ego Sinks You! | #PeopleSkills #CX appeared first on KateNasser.com ..read more

These defensive responses to customers tell them they don't matter! Stop saying them. Kate Nasser, The People Skills Coach™ , Author of Leading Morale. Service excellence, leadership, teamwork. The post Defensive Responses That Tell Customers They Don’t Matter #CX #PeopleSkills appeared first on KateNasser.com ..read more

Hotel leaders, are your employees problem solvers? Do they deliver the very best hotel customer experience? Regardless of what type of hotel you run, your customers expect your hotel employees to solve their problems — all the time. You may be thinking that they can’t do it every single time. OK that makes sense. Yet […] The post Hotel Customer Experience: Are Your Employees Problem Solvers? | #CX appeared first on KateNasser.com ..read more

Leadership: Do you wait for dissatisfied customers or employees to leave & lure them back? Care sooner! Kate Nasser, The People Skills Coach™ The post Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills appeared first on KateNasser.com ..read more

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com ..read more

Leaders, How well do your teams handle these keystone customer service moments? Customer experience w/ Kate Nasser, The People Skills Coach™ The post Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These? appeared first on KateNasser.com ..read more

These seemingly small people skills errors create big trouble. Alternatives from Kate Nasser, The People Skills Coach™, Author Leading Morale. The post Seemingly Small People Skills Errors That Create Big Trouble | #PeopleSkills appeared first on KateNasser.com ..read more