customer service | Branden R. Williams, Business Security Specialist

The Only Customer Service Script You Will Ever Need standard

I have had a few run-ins with some customer service departments in the last month that drove me a bit crazy (and one that went QUITE well). There are several indicators that the economy is getting better; one of those being as the economy gets better, customer service gets worse. There is apparently less of a need to deliver service because if I defect, there are others waiting in line to take my spot as a “valued customer.” I’ve always scratched my head when people talk about how big-box retailers kill small businesses. I disagree. I think it forces small businesses to both innovate and fill the service gap left by those big-box retailers. Small business owners that cannot retool ...

Will Service Suffer? standard

It’s weeks like this last one that I am glad I am not a market maker or securities broker. I doubt my ticker could survive the roller coaster ride of highs and lows over the last three years. But what happens with service as the economy falters? Let’s just say that this recent string of declines forces some businesses to continue to wring cost out of their business. That means that once again, the cost centers of business will be asked to do more with less. Cutting heads, moving employees to lower cost geographies, and removing investments for continuous improvement take their toll on the employees, which then trickles down to customers. Between appointments last night, I flipped on Undercover ...

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