Tag: best in class

Can you always believe the IVR message?

Can you always believe the IVR message?

Frequently, people ask me which companies have the best service.  I generally mention American Express as an example. They seem to hire the right people, train them appropriately and do not sound scripted. Although I check my online account a few different times during the month, I periodically call the toll free number with a …Continue Reading

Customer Service Recommendations For 2013

Customer Service Recommendations For 2013

As 2012 is quickly coming to a close, I thought it would be beneficial to provide 9 recommendations that companies should consider implementing in 2013: Share The Power Hire carefully, train effectively and then empower your employees to do whatever is necessary to execute their job responsibilities in a customer-friendly manner. In these quickly changing …Continue Reading