Episodes
· 55m
Stepping Up Service: Making the Most of the Millennial Moment
The generation known as “Millennials" are a large and growing segment of the customer base of many businesses. They are a unique – and in some ways – very demanding group. When it…
· 49m
Stepping Up Service: Avoid Being Called ”Rude”
If there is one phrase that is heard commonly when describing poor customer service experiences, it is “that person was RUDE.” The term “rudeness” is used to describe a variety of…
· 53m
Stepping Up Service: Know the Customer’s Story
Alan and Ed talk about the concept of having “empathy” for your customers and why it is so important to delivering outstanding customer service. Empathy is explained through the…
· 51m
Stepping Up Service: A Customer Service Approach to E-mail Marketing
E-mail has become one of the most useful tools for marketing your organization… but many people forget that there is also a customer service element to using email to communicate…
· 51m
Stepping Up Service: Listening to the Employee’s Voice
We talk a lot on “Stepping Up Service” about listening to the “voice” of the customer to see how we can improve the customer service they receive. But few realize that asking our…
· 33m
Stepping Up Service: When Customer Service Defines Your Brand
There are several examples of how a company’s actual customer service experience impacted their brand (positively and negatively). Alan and Ed talk through some of these real-life…
· 48m
Stepping Up Service: Cuban and Branson and Bezos - Oh My!
What makes a “Customer-Centric Leader”? Ed shares three examples of high-profile leaders that spend a great deal of their time and energy focusing on the customer experience and…
· 39m
Stepping Up Service: Key Customer Service Trends for 2015
It’s the start of a new year, so Alan and Ed bring out their crystal ball as they predict Customer Service Trends for 2015! What will customers be wanting more of in the coming…
· 38m
Stepping Up Service: Companies We’re Thankful For
It’s Thanksgiving, so Alan and Ed decided to show a little love to some companies that have set high standards for customer service during recent encounters. Ed talks about four…
· 44m
Stepping Up Service: Your Service Culture Checklist
Let’s say you want to better understand your organization’s customer service “culture”, and you need a straightforward way to self-assess the culture and opportunities for…
· 56m
Stepping Up Service: Tips for the New Business Leader
Imagine if you had the opportunity to completely rebuild your organization’s “service culture”, defining how you are going to serve your clients and customers and the values that…
· 50m
Stepping Up Service: Dissecting the Comcast Retention Call
A customer of one of the largest internet providers in the nation tried to have their service disconnected… and in the process had a very frustrating “retention call” experience…