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So far The Institute has created 2 entries.

Listening with both ears

Ensuring customer satisfaction can start with one of the simplest tasks you can master. Just listening. Too often we jump to judge or assume what a customer is going to say. Why? Because we think we’ve already experienced a situation just like the one that’s currently in front of us. A déjà vu moment. […]

Don’t take it personally

Tough customers do not come in one-size-fits-all. Sometimes they’re pushy or upset, other times clueless or downright nasty. And in today’s open customer experience environment every customer is more valuable than ever before. One bad apple can rot the whole bunch with a social media post or bad review in an online comment section. […]