Monthly Archives: January 2011

Do your policies hurt Customer Service?

Do your people want to help Customers with problems? What stops them? Is it the rules, policies and procedures put in place by the organization? True story – my dealings with COMCAST led me to a competitor because of COMCAST’s … Continue reading

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“The Customer is always right!”

How many times have you heard that? Like you, I run into that philosophy on a regular basis. If you’re like me, you’ve probably uttered that line yourself. You’ve also probably believed it, too. The best rebuttal I ever heard … Continue reading

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What is Customer Service?

This is probably the BIGGEST question any business person needs to ask. Other questions include: How valuable is your Customer? How profitable is your Customer? Do you even LIKE your Customer? Is your Customer a necessary evil or the reason … Continue reading

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