Tag

customer service training

Creating Customer Experiences Instead of Transactions: My Zappos Experience Part 3

This is Part 3 in my series of “What I Learned at Zappos Culture Camp” By Gina Trimarco What does it mean to “create an experience” for customers (and employees) beyond a “transaction” (exchange of money for a service or product)? A recent transaction I had was on my least favorite airlines, Spirit, in which...
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The End Of Summer Is The Beginning of Crushing Q4

By Gina Trimarco, Chief Results Officer All summer long it’s so normal to get those reply emails that start with “I’m on vacation until xyz date.” It’s a CRM juggling game of proving to your bosses that you really, truly are following up on new business but “they’re on vacation, I left a message” becomes...
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Finding Good Employees – Ask Yourself “Why”

By Gina Trimarco, Chief Results Officer “We can’t find good employees” is a phrase I continue to hear from nearly every client. No matter what the industry or geography this sentiment is shared often. And while we are a smaller company that doesn’t depend on many employees to manage our businesses, I do have many...
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Common Sense Customer Service – That’s The (Meal) Ticket!

By Gina Trimarco, Chief Results Officer How is it that the employees of the same company can differ so much when it comes to customer service? This is a question of training versus common sense but really it comes down to hiring culture. I recently attended a client’s annual meeting and awards dinner at a...
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