Principles Archives - Page 3 of 3 - Mark Toole - Customer Service Consultant & Innovator

Customer Service

Are You A Business NPC?

Are your customer service agents NPC’s? (not good) This post came from a question I answered on Quora the other day… The person asked something along the lines of whether it was possible for a customer service agent to ever be “fully trained” for every possible customer situation. It got Read more

By Mark, 7 yearsNovember 10, 2018 ago

The So-Called “Ethics” of Upselling…

The so-called “ethics” of upselling… Recently I answered the following question on Quora: “Is any form of upselling ethical? I just finished a workshop at my job (local ice cream shop) that was supposed to be about customer service, but was more centered around upselling. I understand that upselling is literally Read more

By Mark, 8 yearsFebruary 20, 2018 ago