Adam Toporek's Customer Service Experience Blog
Customer Experience, Customer Focus
One of the trickier parts of delivering an exceptional customer experience is when you cede control of the experience to subcontractors. Maintaining service standards with the company’s team is challenging enough; maintaining those same levels of service through a subcontractor can border on the impossible. The experience we had when vacationing on the island of [...]
In customer service, pride is a double-edged sword. Pride in your organization can cause team members to go the extra mile. However, pride of the don’t-disprespect-me variety can cause team members to respond unfavorably to upset customers. When the personal reaction to an unhappy customer trumps the professional reaction, pride has won, and your organization [...]
Customer service is one of those topics where it is easy to speak in broad generalities. Sayings such as the customer is always right and service begins with a smile easily convey basic, unqualified principles that mask the fact that what defines excellent customer service will always be incredibly individual in nature. However, while superior [...]
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