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All Articles Listed On This Site
Over the years I’ve authored literally hundreds of articles on a variety of topics from finding a therapist to improving employee engagement. It’s a bit hard to find things because of the volume of material, so here’s what is available…
Eight Reasons Why Social Media Negatively Affects Customer Service and The Customer Experience
There’s been so much buzz about how social media (Twitter, Facebook, LinkedIn) are improving customer service and the customer experience, but is that true? While there is anecdotal evidence that social media can be used effectively for customer service, ON…
Complex Systems The Source of Majority of Customer Service Failures
Why IS customer service so poor. Survey data, for what that’s worth, shows customers feel that it’s getting worse. Who should we blame? If you tune into the mavens on the #custserv chat on Twitter, apparently, everyone and anyone is…
Are You Willing To Pay Higher Taxes For Better Government Customer Service?
When It Comes To The Bottom Line On Government Customer Service, It IS About The Bottom Line Taxpayers: Are You Willing To Pay For Better Customer Service From Government? There is little doubt that government customer service HAS improved over…
Toughest Customer Service Jobs? Government. Here’s Why
Working in government in customer-facing jobs is the hardest customer service role in the world. In this article we explain why, and provide some tips for members of the public, and government staff.
Disasters Highlight Government and NGO Need To Train Staff To Deal With Frustrated and Emotional Clientele
Natural Disasters Highlight Government and NGO Need To Train Staff To Deal With Frustrated and Emotional Clientele The overwhelming number of government employees are sympathetic to victims of natural disasters, but let’s not forget that employees are under huge stresses…
Referring Customers Properly – A Customer Service Skill
Referring Customers – An Important Part of Customer Service by Robert Bacal When customers are referred to other members within an organization, they can feel frustrated and perhaps even become hostile if they feel they are getting the “run around”….
The Costs of Government Shooting Itself In The Foot
From The Robert Bacal Archives: Government Self-Destructive? Government Systems Self-Destructing Governments In Crisis Editor’s Note: I was going through some old documents, and found this article that I wrote twenty years ago. And it sure seems to me to be…
Learn Why Governments Need to Think Customer Service Too
Solving The Government Customer Issue By Robert Bacal In our work in training government staff to deal with abusive or hostile members of the public, we often refer to those members of the public as “customers”. Occasionally, we will be asked…
Government and Customer Service – An Oxymoron? Why Do People Perceive the Government As Being Poor At Customer Service?
It’s a song as old as the first government. Government is bureaucratic. It doesn’t reward good customer service. Government is full of forms. Government employees don’t care. They are lazy. The litany goes on. Why are the perceptions of government…
Customer Service and Why We MUST Get More Find Grained In Our Discussions To Improve It – Five Guidelines
It’s great that there is so much discussion about how businesses can improve their customer service, but most studies show that the perceptions of customers is that customer service is getting worse. If we want to work to improve customer…
Customer Service1 and Social Media – Myths and Myth Step
Customer Service and Social Media – Myths and Myth Steps The patient was injured in a very severe auto accident, and lay, sedated, on the gurney in the operating room. Dr. Schmidt gazed down at the ashen faced man, and…
