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Derek Wardwell

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40 points

Aug. 17, 2011

Derek Wardwell and 5 other people answered this question

How do you recover from a Customer Service disaster when you live in a small community?

Gail, great answer and very insightful! As a small business owner (not baking goods) I appreciate your response very much! more

Customer Service

Customer Experience

Customer Loyalty

April 25, 2011

Derek Wardwell is now following Susan Leighton and 3 other people

April 16, 2011

Derek Wardwell recommends this answer by Flavio Martins

How do organisations go from talking about empowering their frontline agents to actually doing it?

I think that too often managers see their frontline people are grunts who are unskilled and unable to actually perform good work. Because of this, there are virtually no opportunities for the individual to actually do anything to satisfy the customer.
On top of that, ... more

Customer Service

Contact Center Agents

Contact Centers

April 7, 2011

Derek Wardwell and 7 other people answered this question

Should a company be judged on the personal actions/activities of its CEO or employees?

Mark, I always look forward to your responses as they are usually a different perspective then mine, but insightful none the less. Thanks for sharing here on Focus. more

General Management

Human Resources

March 31, 2011

Derek Wardwell recommends this answer by Jim Watson

Does it make sense to treat your employees better than or as well as your customers?

Like Alan and Rosanne, I also agree that it makes sense to treat your employees better than you treat your customers, for many of the reasons they've stated.
To support this position further, I'll suggest:
"Employees First, Customers Second" by Vineet Nayar. http://amzn.to/aNrQek
Nayar describes first-hand how he ... more

Customer Service

March 28, 2011

Derek Wardwell recommends this answer by Tal Druyan

What is the better twitter-strategy: As many as possible followers or less but valuable followers?

I have to agree with most (if not all) the great answers on this page. When it's come to quality versus quantity the quality is more important by all means.
Your question is about Twitter, but the answer is a fit for every social network. ... more

Information Technology

Communication Strategy

March 28, 2011

Derek Wardwell recommends this answer by David Filwood

What are the top features that no contact center should be without?

I’m sure you’re going to receive all sorts of Hardware/Software advice for what you ‘must have’ in your Contact Center – just don’t lose sight of the fact that fundamentally it’s all about the quality of the ‘Humanware’ you deploy to begin with.
While most everyone ... more

Customer Service

Information Technology

Contact Centers

March 25, 2011

Derek Wardwell recommends this answer by Jim Watson

Are generational drivers an important consideration in a customer service strategy?

Hello Guy.
I think your question is an important one for every company to ask themselves.
Here's my answer:
Absolutely!
A Customer Relationship Management Best Practice #7 is to be where your customers will easily find you, when they need you. In other words, be ... more

Customer Service

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Customer Service

Human Resources

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