Ready to register? Sign Up Here Can anyone remember the days when work fit neatly into the 9-5 workday? When there wasn’t a tether to the office through constant digital connection? While technology has led to many amazing opportunities for most of us, there is a downside that could be handled better: boundaries! It can…
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Watch the event recording now. Ready to register for future sessions? Sign Up Here I call it the “3M” formula, and it’s where everything in excellent customer service delivery starts: motivation, morale and mood. Service Fatigue is real, and it’s causing many companies to re-evaluate what work should look like, both internally and those aspects…
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Ready to sign up for the virtual conversations? Registration is now open! REGISTER HERE A new year is usually met with a fresh sense of energy, commitment, and a resolution to do things in life better or bigger. There is nothing quite like turning the page on the calendar to inspire a positive attitude toward…
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Since 1991, the first week of October has been deemed National Customer Service Week by the Customer Service Group. With the week quickly approaching this year (October 4-8), I’m getting a jump start on the celebration and I hope you will, too. At a time when there’s a lot of noise in the news about customers…
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As a lifelong lover of board games, a statement in a recent report by Forrester® research really grabbed my attention. It said: “Companies have gone from a whack-a-mole approach to playing a very different game in order to advance their customer service.” I was intrigued. What is this new game and how do you play…
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Tip: scroll to the end of this article to watch Laurie’s brief overview video! There’s no doubt that the pandemic forced us to adjust how we did business for a time, for everyone’s health and safety. In many instances, businesses were forced to make their services fit into new regulations, which shoehorned both staff and customers…
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When a customer experiences our service, good or bad, they become walking, talking billboards. I’m like any other buyer: I seem to notice and share about the negative experiences more than the positive. So today, I am changing that up a little and sharing a memorable and noteworthy experience, a “two thumbs up” encounter I had…
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Well, we made it through 2020! Although all of our problems didn’t magically go away with the flip of the calendar page, I’m more optimistic than ever that we’ll find our way to the other side soon. As I think about what’s ahead for businesses this year, one thing is certain: the time is now to…
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We are headed into the final push of serving our customers during a holiday rush. I think it’s possible that this season could be one of the most challenging we faced in a long time. Why? Because the customer emotions may be running hotter and the pocketbooks may be running thinner. What does that mean? It means we must really be…
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We have never seen anything like this: a total disruption of our world. This pandemic has impacted our daily lives from small things like gathering with friends to the huge alterations to our livelihood and financial stability as a country. After more than two weeks in my self-sequestered status, I have gone from furiously counting…
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