Customer Communication, From the Inside Out
This is where I share what’s on my heart and mind, the lessons I’ve learned from years of working with customer service professionals and leaders across industries.
Humanising AI — how to train your AI voice for authentic customer service
A favorite song of mine is the very familiar, “What the World Needs Now Is Love,” written by Burt Bacharach.
What the world needs now is love, sweet loveNo, not just for some, but for everyone.
Our Words Matter — Empathy
A favorite song of mine is the very familiar, “What the World Needs Now Is Love,” written by Burt Bacharach.
What the world needs now is love, sweet love, not just for some, but for everyone.
Our Words Matter — Introduction
The word for today is “Introduction.” Introductions are important for relationships and for results. Let’s say I told you I’m going to share messages about the importance of our words but didn’t introduce myself.
What to Never Ever Say to a Customer
During my two decades of reviewing thousands of calls, I’ve heard many reasons from Customer Service Professionals (CSPs) about why a customer interaction didn’t go well
10 Favorite Customer Service Phrases
You may have heard me say before, “Customer service doesn’t begin with the greeting. Customer service begins with the leadership.”
Expressing Empathy in Customer Service
Invariably, CSPs hear stories from customers where an expression of empathy is the appropriate response. The opportunity to express empathy often comes at the start of the call, and can be challenging.
5 lessons learned from a first-time author (and some big wins too!)
Here’s what I learned about being a first-time author and I share some proud moments, too.
Business Leaders: Have you experienced your customer service?
Learn why I am asking business leaders if they have experienced their own customer service.