What is it: A standard is a single position that an organization takes. A standard can be how long it’s okay for a phone to ring before it's answered. While systems are slightly more elaborate. They're essentially groups of standards. For instance, a popular...
What is it: Focus on habits of great customer service, and you'll soon enjoy the dividends. Build the habit of “wow.” Wow moments, by definition, are unexpected instances extraordinary, memorable customer service. But just because they’re unexpected for the...
What is it: Great Customer Service matters Why is it important: Everyone knows what excellent customer service feels like (and when it’s not). Zappos is one of many companies that has set the bar to what constitutes “going beyond”. It’s not nearly as difficult to...
We always like a good infographic. This one captures many of the stats and best practices that we implement with our Call Center and Customer Service customers.