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Monica Postell

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Performance Solutions Team, Impact Learning Systems International

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Contact Center Expert | Performance Consultant | Instructional Designer | Facilitator and Master Trainer | Artist | Travel junky | Tennis Player | Citizen of the World

WEB: Monica's blog

Jan. 24, 2011

Monica Postell recommends this answer by Cody Boswell

What are your tips for apologizing to an angry customer?

I agree with what Jennifer said. I think the main thing to focus on when dealing with an upset customer is to focusing on how to make it right for them. Be honest, look them in the eye, and take responsibility. If the problem is ... more

Customer Service

Jan. 21, 2011

Monica Postell and 5 other people answered this question

40% of tweets are created from mobile devices. How does that impact Customer Service through Twitter

I was hopping mad when I got to a FL Comcast office and found 60 people ahead of me and only 2 CSRs. I tweeted a storm including pictures to @comcastcares and #custserv and left. I didn't get an answer but the next day when ... more

Customer Service

Twitter Best Practices

Jan. 21, 2011

Monica Postell and 16 other people answered this question

Social media overload: How do you deal with managing Twitter and Facebook without losing your mind

I agree with Veronique. I use Tweetdeck and have columns for each of the conversation communities I participate in, for example, #custserv and #customerexperience. more

Human Resources

Jan. 21, 2011

Monica Postell and 4 other people answered this question

What's killing customer loyalty?

Anything that makes it difficult for the customer to do business with that company can kill loyalty. Customer effort is a key differentiator in a competitive environment. Look how easy Apple makes buying something in an Apple store. There's no standing in line; your "genius" ... more

Customer Service

Customer Feedback

Customer Loyalty

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