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National Customer Service Week is coming up soon. Every year it is the first full week in October.
The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning.
It's never fun to share bad news with a customer. Many people are scared to be the bearer of bad news.
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder, and CEO of Relay Network, has to say.
Sometimes you find life lessons in unexpected places.
One of our faithful Shepard Letter subscribers emailed me a story.
"Smile and the world smiles with you." That is part of a longer quote attributed to Stanley Gordon West.
I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written on customer service.
In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it.
One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: How should customer support agents handle callers who are threatening to harm themselves and/or others?