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Best Practices in HR
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Overt Operations…How to Beat Your Competitors

I was looking for a word that describes the passion that I have and how to relate to companies what I believe about “Customer Service.”  It’s what I firmly believe is necessary to operate in the world today.  The word is “Overt” or done or shown publicly and not secret.  I have been dealing with […]

Empowerment is Bending the Rules

Empowerment means every employee has to make fast decisions in favor of the customer. It’s important that we are honest and sincere in our efforts to service our customers.  The only way we can do that is by empowering employees to satisfy the customer quickly and to their satisfaction. Most employees are rule and process […]

Customer Service Hell is Spelled… IVR

You have just entered Customer Service Hell.  It’s the phone call looped through a frustrating automated system known as IVR (Interactive Voice Response)—you know, the one where you “Press 1 to continue in English” and “Listen closely to our list of options, as they may have changed.” Or, “Please call back during our normal working […]

Using Others’ Talents to Accomplish Your

Team building is a delicate and time-consuming process. Anyone can put together a group of talented people, but it takes a dedicated team leader to bring everyone together effectively.  One of the most important considerations you must make is whether or not an applicant fits into your company’s culture.  The right person will build upon […]

How to Switch Off an Irate Customer

Despite the obnoxious behavior, loud shouting, screeching voices, clenching fists, pointing fingers, red faces and all, most irate customers have a sad message. Most likely they are trying to tell you that they are feeling hurt, ignored, disrespected, unappreciated and unloved. It’s easy to get flustered or upset when you’re confronted with an angry customer; […]

Increase Your Revenue With a Strong Service Culture

In my last entry, I looked at investments I made in nine distinct companies more than a decade ago and analyzed the returns on those investments based on each company’s customer service record. When all was said and done, it was clear that the companies that maintained exceptional cultures of customer service yielded far better […]