Customer Service Articles

FireStar can do more than just deliver training. Recently we worked with a client to help improve their customer service. They have a phone system that allows them to record calls, and they sent me three randomly selected calls from each of their customer service representatives (CSRs). I reviewed them and did assessments. Their leadership […]

Like most consumers, from time to time, I have to call customer service. The strange thing is, the companies that offer the most promotions and fight the hardest to get new customers, seem to have the worst service. Hmmmm……. Out of frustration (but also because I do customer service training), I felt compelled to write […]

I recently had the pleasure of meeting Vail Carter with the Centralina Workforce Development Board. He shared with me the results of a survey of over 330 firms in North Carolina. One of the items asked about current skills needs. Number one was communication and interpersonal skills. (Second was leadership and third was customer service—and […]

Back in 2005, my little red Celica gave up the ghost. I loved that car, but after 178,000 miles in four years, it was time to get a new vehicle. Since it had been such a great car, I decided to simply get a new one. I walked into the Toyota dealership ready to buy. […]

I’ve been to two huge trade shows recently so I have them on the brain. And what works on the trade show floor works in life, like it or not. 1.) You will be judged by your appearance. Cheesy, ugly booths did not attract the crowds that colorful well designed booths did. I’m not talking […]