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Posts filed under 'Customer Service'

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    December 17, 2013

    Sales Focused Bill Collections Improve Profitability

    Resume positive relationships with customers & reduce uncollected receivables.

    Barry had been diligently chipping away at his list of suspended customer accounts.  Management wanted him to keep his over 60-day numbers below 3% and month after month he hovered right at 2.9%. He was proud of that.  He had figured out that if he collected on just 7 accounts a day he would meet his numbers.  The last batch of robo calls generated a lot of calls from customers wanting to pay their bills so he was well ahead of his goal already and it was only noon.  He decided to let...Continue reading

    By Lori MillerPosted in Customer Service on December 17, 2013

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    November 14, 2013

    Customer Service Lessons from the Health Care Industry

    Do Your Ads and Reality Match?

    I have noticed that some medical practices and hospitals have invested a lot of time, money and effort in creating newspaper ads, billboard signs and commercials that show the happy faces of care givers who can’t wait for the patients (customers) to come in.  I often wonder why the patient’s reality with medical customer service includes cranky receptionists, patronizing billing and insurance clerks, and those who can’t wait for their shift to be over. If they took the time to...Continue reading

    By Lori MillerPosted in Customer Service on November 14, 2013

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    October 22, 2013

    Customer Service Management Lessons from The Karate Kid

    How you can be more like Mr. Miyagi with your customer service department.

    “Wax on- wax off!”  Admit it. The original Karate Kid movie is great.  In it good triumphs over evil and the mean people get their just deserts.  I somehow feel more motivated to fight the good fight myself after watching a rerun.  I have secretly wished that I had a Mr. Miyagi in my life; someone who could impart wisdom for all of life’s trials and keep me accountable to doing the right thing.   In the movie, young Daniel did not understand the value of waxing...Continue reading

    By Lori MillerPosted in Customer Service on October 22, 2013

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    September 11, 2013

    Customer Service that is Ready, Willing and Able

    Assessing events that impact your customer service department

    I once asked a manager why he was so calm with so many problems that needed fixing. He told me that he had served in the military.  What he had to deal with then was a matter of life or death.  Now, he didn’t have that kind of pressure.  His challenges were frustrating for sure, but solvable.  I really admired his strength, but I also wondered if he had spent time in his customer service department recently.  To the CSRs it was a war zone full of combative customers, high...Continue reading

    By Lori MillerPosted in Customer Service on September 11, 2013

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    July 29, 2012

    Managing Customer Expectations

    What does your company do to ensure happy customers?

    Do you know what the difference is between a happy customer and a complacent one?  The happy customer is loyal and the complacent customer is not.  How do your customers feel about doing business with you?  What does your company do to ensure happy customers?    Managing Customer Expectations is not only about satisfying the customer.  It is also about providing clarity within your own organization, and between your organization and the customer.  Clarity sets...Continue reading

    By Lisa WoodsPosted in Customer Service on July 29, 2012

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    July 11, 2012

    Customer Service Essentials For All Departments

    How is your customer driving profitability?

    No matter what position you hold in your organization, customer service should be part of your job.  Do you feel that it is part of yours?  What actions do you take to incorporate your work into the customer service core of your company?  I encourage you to read through these customer service success tips and ask yourself what you can do to help support and improve the relationship your customers have with your company.  Here are six fundamental actions your customer service team can...Continue reading

    By Lisa WoodsPosted in Customer Service on July 11, 2012

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