Reducing Customer Escalations Video Series, Episode 1 At times, salespeople overpromise and offer things during the sales cycle that the customer service teams can not implement or support. This often leads to missed dates, customer dissatisfaction and escalations. Why does this happen? How can we prevent it?  In this 60 second video, I share two tips to prevent this mismatch in customer expectation setting from happening. Clearly documented and communicated, product and service offerings Effective exception approval processes Salespeople have challenging jobs. Service professionals have challenging jobs. Let’s work together to avoid customer escalations and improve the customer experience. Want more on this topic? ToRead More →

I recently tweeted, “Being a great leader is not always about doing, it is also about restraint. Take the time to pause, consider thoughts and words, so that the way we express ourselves motivates and uplifts others.” I strongly believe in this statement. Earlier in my career I worked for a boss who held weekly, in person, team meetings. I often found these meetings frustrating, as it seemed like everyone was talking over each other. As soon as someone took a breath, another person inserted his or her thoughts. There was never a quiet moment and not a lot of listening took place. This wasRead More →

Hello blog readers! A few years ago, I published a post on customer escalations called “10 Tips To Master Customer Escalation Management”. At first it got what I would call normal readership with about 700 views per month. But then something crazy happened. In 2018 into 2019 it went viral, and began to get close to 3,000 per month, a 300 percent increase. Customer escalations are a popular topic. Wow! Most of these blog readers landed on my site after using a search engine with phrases like, “client escalation management”, “how to avoid supervisor calls”, “better way to handle escalations” or “how to reduce escalations”. Read More →

The 7 Things B2B Customers Demand From Suppliers Many CX experts predict that by 2020, the customer experience will overtake price and product quality as the key brand differentiator. Much has been written about Business To Consumer (B2C) customer experiences, but I want to share some love for Business To Business (B2B). If 40 is the new 30, then B2B CX is the new black. I am in the process of writing a book on B2B customer experience opportunities and have spent many hours absorbing research from industry experts and best in class companies. Also, the majority of my career has included leading B2B customerRead More →