Nicole Stanley 11/29/22 Nicole Stanley 11/29/22

A Difficult Customer

Customers like this may appear to be difficult, but actually they are wonderful for a business.

Nicole Stanley 7/26/22 Nicole Stanley 7/26/22

Let Me Tell You About Our Problems

In business, trust is fundamental.

Nicole Stanley 10/12/21 Nicole Stanley 10/12/21

Red flags

Don’t ignore the red flags. You’ll regret it if you do.

Nicole Stanley 6/29/21 Nicole Stanley 6/29/21

They are right in front of you

So when the world turned upside down last year, this organization didn’t know what to keep and what to let go of.

Nicole Stanley 5/11/21 Nicole Stanley 5/11/21

Give them the tools

When a customer service representative is empowered, great things can happen. But first, they need to be given the proper tools and resources.

Nicole Stanley 2/9/21 Nicole Stanley 2/9/21

Customer satisfaction vs. customer loyalty

Are you focusing on the short term, the long term or both?

Nicole Stanley 1/26/21 Nicole Stanley 1/26/21

Do you know who your customers are?

Or do you just assume?

Nicole Stanley 1/14/21 Nicole Stanley 1/14/21

Do you know what’s important?

Organizations that have seen their revenues plummet because of the pandemic fall into two categories.

Nicole Stanley 12/3/20 Nicole Stanley 12/3/20

Get back to normal or preparing for a changed world?

“Getting back to normal” seems to be a popular phrase right now, but it’s misguided.

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Don’t lose sight of the big picture

This is a new world but it is one that has created new ideas for providing customer satisfaction.

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Who has the power?

When a customer calls into a customer service center, they are only calling because they have a problem and need assistance in solving it. They aren’t calling to ruin a staff person’s day and they aren’t calling to be a pain in the neck. They are calling because they need help.

Nicole Stanley 11/17/20 Nicole Stanley 11/17/20

We have fresh muffins today

There’s a difference between upselling and offering a customer additional options that might interest them. The difference is more than semantics; it’s about intention.

Nicole Stanley 11/5/20 Nicole Stanley 11/5/20

Compassion

In this year of upheaval, small acts of kindness and compassion stand out even more.

Nicole Stanley 10/29/20 Nicole Stanley 10/29/20

No matter how long it takes

The employees were more concerned about the customer’s project being done correctly that keeping score of how many times they had to tweak the paint color.