Key Concepts: Empowerment Follow Up Service Appeasements Situation: November 6th, 2015. I’m at my local Target to pick up a prescription. I attempt to pay using my new chip-tech Target REDcard™. I have successfully used my new card prior to Read More …
Key Concepts: Accountability Feedback Safety Situation: Fall 2012, holidays are just around the corner and it’s late Saturday night. I’m on my way to the local Rite Aid (drug store). I checked online and they close at 10:00p (It Read More …
Key Concepts: Communication Altruism Situation: In the early and mid 2000’s I frequented fast food burger places, much more than I do currently. I remember pulling into the drive through at a local Burger King. My typical MO was Read More …
spam n.: Electronic junk mail or undesired electronic messages. CS acronym: Customer Service (or Support) team. CSPAM n.: “Junk” email sent to the Customer Service team. Circa 2006, the Customer Service team at Cooking.com created CSPAM: an email subject Read More …
Does your inbox receive dozens or hundreds of email daily? As a front line representative does it feel like you have to pick through dozens of email and sort out the important ones prior to starting your shift? Do you Read More …