Give ’em the chocolate cake!

Give ’em the chocolate cake!

A while back, I was shopping in a retail client’s place of business doing some “recon” before preparing a customer communication program for their customer care employees. As I watched customers come and go with the various products they wished to return, I noticed a trend. The customers who were calm and politely requested a […]

How good are your customer communication skills?

How good are your customer communication skills?

Last week, I wrote about how to respond when your customer service efforts fail. This week, I want to dig deeper and take a look at a variety of customer service scenarios and opportunities for excellent communication with customers where too many customer service providers fall short. If you’re brave enough, take my Customer Communication […]