When I was a kid my mother used to tell me: 'make sure to lock the window, otherwise air drafts will get in!' While that message was pretty clear to me, I could not imagine that it would remain relevant until today as for customer relationships. In particular whenever a 2° level support is necessary, [...]
Have you ever had to change your habits? I bet you know that it’s hard because you have to replace a routine thoughts and actions with new ones – with big, an extra effort. On top of that you won’t get super results overnight, so you’ll also need to be patient and disciplined. As customer [...]
‘Can you please take this 5-minute survey?’ or ‘have you considered our new [product/service] yet?’ I guess you’re pretty familiar with such incoming messages in your inbox. In fact there’s a rough battle for customer’s attention going on, with too many voices asking for customer’s most valuable assets: time and money. The good news is [...]
‘I just can’t cope with all these tasks’ or ‘damn, I should have called that customer back!’. How often you or your team refer to the concept of TIME with a negative aftertaste? I’m asking because poor time management is a frequent cause of stress for employees, as well as bad customer experiences. Whenever such [...]
A few days ago I have finished delivering a 5-month customer service training path for a french client company. I was a bit emotional because I feel part of their team and they’ve confirmed it’s likewise for them! On the very last session I delved into a specific topic, also known as second line of [...]
