Bradley Weismann

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3 Quick Tips for Handling an Upset Customer

This story appears in the January 2016 issue of <i>Entrepreneur</i>. Subscribe »<p>Q: How do I defuse a tense moment between an employee and a customer?<p><b>A:</b> Lise D’Andrea, president and CEO of Customer Service Experts, an Annapolis, Md.- based consulting firm, suggests an approach we’ll call The Three P’s.<p><i>Be</i> …

2016 Customer Service Trends: The Rise of Service Talent

<b>“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred</b> …

Going Above And Beyond Customer Service To Achieve True Customer Engagement

“Anyone who wants to get to the top 1% of customer satisfaction and loyalty needs to go beyond ‘service’ to the heart of creating a superior customer experience. And the way you get there is through customer engagement.”<p>These are the words of Ricard Casimiro, whom I had the opportunity to interview …

Customer Experience

Forrester’s Top Trends For Customer Service In 2016

It’s a no-brainer that good customer service experiences boost satisfaction, loyalty, and can influence top line revenue. Good service — whether it’s …

Year End Review: Customer Service Trends in 2015 and Beyond

As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.”<p>This year, that …

Customer Service Best Practices: The Ritz-Carlton's Powerful System For Making Sure They Spread

When someone at your company thinks up a solution to a thorny customer service problem or customer experience glitch, what happens next? Does anyone else in your organization ever hear about it? Do other employees, departments, divisions know where to look for such ready-made solutions when they …

Customer Service