Author Archives: battlefieldtelecom

About battlefieldtelecom

I'm an experience trainer and customer service consultant who has worked extensively in the high tech, telecom and call center arenas around the world.

Tangibles and Customer Loyalty

How does your shop or service area look? Are your sales people appropriately dressed and welcoming? If you deal with customers over the phone, is your manner warm and attentive? Do you connect with the customer? Let’s look at a … Continue reading

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Revisiting some previous Posts

Throughout this blog, I have tried to look at the effects Customer Service has in various situations one would not think of as needing a Customer Service approach. I also like to see examples of where Customer Service is helps … Continue reading

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“I’m NOT happy!”

How do you respond when you hear this from a customer? Your response could mean the difference between staying – and even growing your business – or losing customers. As a professional, I have to deal with unhappy customers like … Continue reading

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Economics and Customer Service

Have you tried to get a mower, chain saw, garden tractor or similar outdoor lawn equipment fixed lately? If the piece of equipment is old enough, you’re told to dump it and purchase a replacement. If a part is broken, … Continue reading

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Customer Service vs. Customer Loyalty

At the request of another business consultant, I am reviewing some materials he is hoping to use in upcoming training/facilitation sessions for clients interested in improving their customer service efforts. The materials are eye-opening, to say the least. And the … Continue reading

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Measuring Customer Service

I was reading a bit of fiction on the internet recently and came across a passage where the protagonist was interacting with a waiter trying to take care of 30 different tables at once. While the waiter was doing his … Continue reading

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Giving and Taking

The business networking group, BNI, has a mantra that is constantly repeated, which is, “Givers Gain.” This mantra was recently made clear by a friend of mine who attends several other networking sessions and commented about feeling the fatigue many … Continue reading

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