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Customer Happiness Versus Customer Security

I received disgruntled feedback from a customer recently that threw me for a loop.  Of course, I had to share and I’d really like YOUR feedback on situations when we’re faced with a dilemma of customer...

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Keep Customer Feedback Out of Never Never Land

“The moment you doubt whether you can fly, you cease for ever to be able to do it.”― J.M. Barrie, Peter Pan I’m attempting to find a way to travel with my dog, Miso, using public transportation to and...

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Customer Feedback Is An Opportunity For Awesome

Here at Phone.com, we respond to both POSITIVE and NEGATIVE feedback. Yup, both are equally important. We want to thank customers for even taking the time to share their experiences with us, both the...

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Help Customers With Worries Without Ignoring Your Own

I begin my post today with a quote: “Let our advance worrying become advance thinking and planning.” – Winston Churchill If you know me, you know that I worry. I often take small molehills and turn...

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Customers Wake Up on the Wrong Side of the Bed, Too!

Sometimes, we find ourselves in situations with customers where being nice and offering to help just isn’t enough. You can be the most awesome person in the world and the customer you are trying to...

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An Adventure Into Customer Feedback

As the Customer Success Manager for Phone.com, I review and respond to a lot of valuable feedback. We learn so much from what our customers say in these survey responses that we send after each...

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3 Reasons Why New Employee Feedback Benefits YOUR Business

We all know feedback is a gift. We’re given an inside glimpse of something we see every day from an outside, fresh pair of eyes. We’re able to take that information, make changes and grow our company....

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Just When You Thought You Were Perfect…You Strike #CX Gold

It’s really easy in business to have an air about us that everything is hunky dory.  If no one is complaining, there must not be any problems, right?  Customers and staff must all be at 100%...

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Driving Change In Your Call Center One Survey At a Time

Do you want to throw more fun work events into the lives of your customer service team but are not sure where to begin?  Do you supply snacks and beverages to your customer service team but never know...

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Identifying Opportunities For Awesome In Customer Service

In customer service, we relational, positive folks have a magical way of spinning the negative situations into opportunities for improvement. And, we should be darn proud of this! Negative situations...

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