If you’re too young to remember the profession of switchboard operator, you’ve probably seen these workers in action in older movies. Operators would insert phone plugs into jacks on a board, and when a call was active the board would “light up.” Computerized direct dialing made the role of switchboard operator largely obsolete. But...
During a presentation I made last September at the International Customer Service Association Conference the audience spontaneously applauded at a particular point. I had just mentioned how, unlike many wireless communication providers, Consumer Cellular does not require a contract. Bingo. Applause! It seems everybody likes the idea of no contract cell phone plans and...
I gave a presentation at the ICSA (International Customer Service Association) Conference held in San Antonio, Texas, last September. The association is close to my heart, because it promotes the best ways to interface with customers and prospects. I’m a firm believer in working closely with customers, and communicating with them on a regular...