Tag Archives: help

I’m too busy to help you!

I read this interesting blog on words and phrases that this management advisor recommends customer service agents never use. It struck me as simple and useful advice, perhaps something that we just take for granted and yet this tone of … Continue reading

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What about the digital divide for customers?

Julia’s blog about our event on October 20th – is social media reinventing customer care – got me thinking about the idea once again. I’m something of a latecomer to the entire world of online networking, but have become quite … Continue reading

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Cross selling in a digital age

The last time I visited a post office in London to buy some stamps, the counter clerk asked me if I was interested in some foreign currency, and home insurance. This attempt to upsell various products I had not asked … Continue reading

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