6 Never to be Forgiven Sins of Customer Service Written by Robert D. Sollars Bad service attitudes, by management & employees alike, will eventually force customers away from your business and possibly away from your clients. And that is not a good thing for you or the company, much less the employees. I have worked […]
5 levels of Customer service skill Written by Robert D. Sollars Just like all humans and animals have a different level of skill in all areas of life & whatever their job is, from ants to humans, so too, do companies have a different level of exceptional customer service to their customers. Generally, there […]
SkyNet is Here and Threatening us! Don’t think so? Read on Written by Robert D. Sollars In Hemingway’s The Sun Also Rises, Mike Campbell is asked how he went bankrupt. His response? “Two ways. Gradually, then suddenly.” That’s the power – and the surprise – of a tipping point. It seems like nothing is happening […]
The customer is not always right Written by Robert D. Sollars Remember the old cliché that hung in offices everywhere for decades: Rule #1 the customer is always right. Rule #2 if the customer is ever wrong, read rule #1 That’s the way most businesses were run. The customer was always right, even when they […]
The Clock Written by Robert D. Sollars You may be wondering what a clock has to do with customer service. Is it about the limited amount of time you have to make an impression and prove your worth? Or is it proving your Customer service skills to keep or gain a customer? Actually…yes, yes, yes, […]
Getting rid of sacred cows Written by Robert D. Sollars The bane of most organizations. It can, and is in many cases, especially in security, a huge pain in the ass for the officers and anyone who has to adapt to them, especially if they ain’t used to them. Many organizations still rely upon them […]
Did January spark a New Year with fewer Incidents? Compiled by Robert D. Sollars Don’t have a date or year on these incidents, so not including it in the overall numbers this month: Boston medical assistant faces new sexual assault charges after the second patient comes forward An East Boston man who worked as a […]
What Is Customer-Oriented QUALITY Service? Written by Robert D. Sollars After spending hundreds, thousands, or possibly millions of dollars, with long-involved books, seminars, and workshops that question can be rarely answered in a sentence or 2 which can be a problem. But exceptional customer service can be broken into just six words: EXCEEDING the EXPECTATIONS […]
I am declaring February as Customer Service Awareness Month Written by Robert D. Sollars No, it’s not been designated by any official government agency or group. Nor has it been formally officially recognized month, but maybe it should be. I am simply calling it this for one simple reason. I am going to post many […]
How Did This Happen? Part 2 Written by Robert D. Sollars We consistently run into co-workers or their friends who don’t want to turn someone in or ‘tattle’ on them. Here is a short list of the excuses that I’ve collected over my career that stop the reporting of a potential workplace/school violence threat. You […]
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