Celebrating Support Staff Everywhere: 5 Strategies for Virtual and In-Office Teams
Let’s discuss the team members who are responsible for managing schedules, coordinating logistics, and delivering the essential services that are fundamental to your company’s success. While their roles are not always directly associated with generating profits or interacting with clients face-to-face, their contributions are irreplaceable. Without them, the company would grind to a halt in […]
Path to Success: Hiring and Developing Your Customer Service Team
We all recognize the pivotal role that customer service plays in business success. When mishandled, it sends ripples throughout the company, impacting not only profits but also employee recruitment and retention. Having the wrong people in key positions inevitably leads to a short-lived tenure for employees. Now, consider the following two statements for your customer […]
Reflect, Revamp, Respond: A Blueprint for Customer-Centric Success
The beginning of the year is a great time to reflect and refresh your business practices, and there is no better place to start than with the Customer Success team. After all, these are the people who represent your company on a daily basis. Think about the best customer service experience you’ve ever had and […]
5 Customer Service Hiring Horror Stories (and How You Can Avoid Being the Next Victim!)
If you’ve had your hand in hiring for more than a minute, chances are, you’ve chosen the wrong candidate on at least one occasion. So, when I polled a group of managers about having recruiting regrets, I wasn’t surprised that everyone admitted to experiencing hirer’s remorse. Finding the right fit for your team can be […]
A Two-Million-Year-Old Problem: Coaching Your Service Team to Sell
Since the very first business of starting cave fires in exchange for furs and hides, the transition from sales to service has plagued organizations. The early people had it right. Grog, the fire starter, sold the sticks and built the fire. His invoice was a grunt and a snort, and Accounts Receivable was immediately funded […]
How to Foster a Winning Dynamic Between Sales and Service
In organizations, we celebrate the sales team for bringing new business to the firm. After all, a company can’t survive for long without revenue. But, on the other side of many org charts sits the isolated, often forgotten, customer service team. This department is usually regarded as a cost center, rather than a company asset. […]
The DOs and DON’Ts of Surprisingly Good Customer Service
We can all think of a time when we have received horrible customer service, right? Unfortunately, poor customer service experiences are usually easier to recall than good examples. For instance, I once had a waiter spill water on me four times…during the same meal. My mother, a teacher, once had to retake an entire series […]
Tips to Help Your Customer Service Team Make Sales
What? Me? Sell?!! What to do when you want your customer service team to make sales? There is a push to get service people to sell. It makes sense: They have a captive audience and constant contact with potential buyers. Since sales generally come with financial incentives, why don’t more service people naturally take advantage […]
How Can a Strengths-Based Culture Help Your Business?
You’ve likely heard the newest workplace buzz around strengths-based cultures. But what exactly is that? It’s not how physically fit your employees are, but an atmosphere that relies less on the hierarchy of function and more on flexible and goal-driven teams. These teams can continually change, adapt, form, or reform based on a specific assignment […]
