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 My customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies to grow your business ..read more
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​My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today's article ..read more
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I was just talking with a representative of a local insurance agency who mentioned that the older clients love her.  Why?  Because ..read more
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 Recently I had to call the contact center of FootJoy regarding an order I had placed on their website for golf shoes.  With a size 11 ..read more
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​At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for ..read more
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There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and ..read more
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​Customer service failures have captured the headlines in 2017.  As such, companies are becoming ever more aware of how their ..read more
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Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial ..read more
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A Year End Customer Service Inventory: 5 Questions to Ponder1.    Are we becoming more or less connected to individual customers? ..read more
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The holidays bring insane traffic, crowded stores, stressed budgets...oh yes...and special times with family and friends! My wish for ..read more

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