Customer Service Archives

A Remarkably Easy Way to Get Better Customer Feedback

by Karin Hurt | Apr 17, 2019 | By Karin Hurt, Courageous Cultures, Customer Service, Winning Well | 0 comments

Do you have a good way to tap into the customer feedback your employees are hearing every day? Are your frontline employees trained and equipt to be true customer advocates? Do they feel like their voice is being heard? If you’ve been following our blog for a...

Transforming the Customer Experience and Great Customer Service: A Frontline Festival

by Karin Hurt | Oct 18, 2018 | By Karin Hurt, Customer Service, Frontline Festival | 0 comments

Welcome to the Let’s Grow Leaders Frontline Festival on customer service. We asked thought leaders from around the world to share their very best post on these topics. Thanks to Joy and Tom Guthrie of Vizwerx Group for the great pic and to all our contributors! ...

The Power of Observation: 6 Ways to Show Up Helpful

by Karin Hurt | Jul 10, 2018 | By Karin Hurt, Commitment, Customer Service, Winning Well | 0 comments

I just got off the phone with a frustrated CEO, who was fired up after a half day of observation in one of his call centers. “Karin, Why don’t these managers GET IT? I just left a visit to one of our call centers and within an hour, I’ve seen more...

Communicating With Executives When Your World’s on Fire

by Karin Hurt | May 29, 2018 | By Karin Hurt, Communication, Customer Service, Project Management, Winning Well | 5 comments

When your world’s on fire, and you’re working around the clock to survive, it feels like the last thing you have time for is formal updates. And of course, the bigger the fire, the more the senior team needs to know what’s going on. What’s the...

3 Ways to Stop Your NPS Program From Destroying Your Customer Experience

by Karin Hurt | Oct 3, 2017 | By Karin Hurt, Customer Service, Results & Execution, Winning Well | 0 comments

I love NPS programs (Net Promoter Score)–when they’re designed and executed well. When I was at Verizon, The Ultimate Question was required reading for every manager on my team. An NPS program is a powerful way to measure the customer experience. And...

How to Build a More Empathetic, Customer-Focused Team

by Karin Hurt | Jun 20, 2017 | By Karin Hurt, Customer Service | 0 comments

Improve Your Customer Experience by Building More Empathetic Teams When you call customer service you want to know 2 things: (1) Does the person who picked up your call care about you and your issue? and (2) Are they capable of fixing it? In short, have you reached...