We learn so much more from our mistakes, don’t we?  I watch my kids, in particular my older son learn everything the hard way. Wouldn’t it be easier to just learn from others and not make the same mistake? Dennis Snow recently wrote a white paper about the 5 Mistakes Companies Make with Customer Service.  In [...]

Just read a post on Dennis Snow’s site in which he reminds us that social media now allows unhappy customers to tell millions about their bad service as it happens.  In the past the negative word of mouth would extend to 7 or 9 or 15 people and now in a blink of a text [...]

I was just reading a recent post at Dennis Snow’s blog in which he asks if Training is the Answer when an employee exhibits customer service issues.  He states: When employee performance doesn’t match expectations, it’s important to look at what factors may be involved. Lack of training may be the issue, but it’s just as [...]