Lori Jo Vest

KPI Alphabet Soup: The Most Important Customer Service Performance Metric

People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. In one expert's opinion, there's really only one that counts.

Clocks on purple wall

Are Extended Customer Service Hours Still a Thing?

Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship.  Experts...

Customer Service: The Competitive Advantage [Video]

Ready to strengthen your competitive advantage through customer service?  Watch the video below (and share it with your team.) Terry Brock, CSP, CPAE asked us to reveal customer service success...

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works.