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Years of experience with customer service providers in vastly different organizations suggests that mental habits are predictably reflected habitually in professional behavior. Professional self image drives everything! SELF IMAGE is the picture a person carries of one’s self as they interact in any situation. This self-picture impacts the “pictures” a person generates mentally of customers or colleagues (and of […]Read More
What is the ideal time frame for responding to a customer complaint? Our experience suggests that the number one thing that dis-satisfies customers is “how long you took to handle my problem.” This holds true across industries for handling customer complaints. However, an ideal response timeframe does not necessarily equate to elapsed time. It is […]Read More