Discover has some great commercials. Have you seen the one where a woman calls USA Prime Credit and asks “Peggy” to transfer her to a supervisor…only to end up back with “Peggy”? The horror. It’s a customer’s worst nightmare! I recently had a great chat with my
Read more →This is a re-print/ repost of an article written by William C. Murray. He is an assistant professor, and has a good take on customer service! Read and enjoy-I may just be posting more of his musings! Most of this week, I’ve been having conversations with
Read more →Whether they’re watching the latest episode of a favorite sitcom or lounging during the holidays with big bowl football games, it’s safe to say people love their cable providers — as long as the picture is clear on their television sets and everything is in working order.
Read more →I was recently having a talk with Mike Miller, my friend and fellow mystery shopping industry expert, about customer service. At one point in our conversation, the disconnect between good sales and good customer service came up. I’ve seen it many times before! Salespeople make promises when
Read more →These days, people can’t survive without their cell phones. A cell phone is a lifeline to family, friends, work and, often, the great world beyond our little personal bubbles. And for many wireless customers, they choose a provider and where to shop for phones and accessories because
Read more →Go, go, go! Today’s fast food diner is looking for a lightning-quick experience above all things. They want their burger or salad or smoothie or coffee in short order, and they mean it! In fact, most fast food experiences are so quick, it’s hard to get so
Read more →I recently had a talk with Mike Miller, my friend and a fellow mystery shopping provider through PRIMO Solutions. We had a great conversation about customer service, specifically what constitutes good customer service and how companies can use training and mystery shopping to improve it. Mike was
Read more →On the surface, running a bank could seem like a purely transactional business. You hang on to people’s money and dole it out when they come in to collect it; you extend loans to deserving parties and expect them to be paid back in due time. But
Read more →When you’re running a senior care facility, you’re not just running a group living environment. Families have enlisted you to provide proper care for very important family members who need extra help getting through their days. Your job is incredibly important and must be approached with sensitivity,
Read more →So you took an entire day with your employees — maybe you even closed up shop — and hired professionals to train them in sales or customer service. Everyone left the conference room at the end of the day feeling positive and ready to tackle the next
Read more →
