At The Elkind Group we have recently noticed that many sales and service companies are just one person away from disaster. In a climate of cautious optimism, a lot of businesses are still wary about investing in their people. But what’s the result? If one supervisor or one key front-line employee leaves, the entire organization […]
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Have you heard of the new film John Carter? Based on a story by Tarzan author Edgar Rice Burroughs, it opened this past weekend to disastrous results. The New York Times described the film as “a Big Budget Debacle That No One Could Stop.” At an estimated cost of $350 million, the John Carter story […]
In today’s challenging economic climate, companies in every industry find that their customers crave excellent service experiences, courteous first-call resolution, and consistency across all service delivery channels. At the same time, companies need to retain customers, increase referrals and repeat business, and achieve higher customer lifetime value through up-selling and cross-selling. A successful service to […]
For over 20 years The Elkind Group has been helping companies define their sales and service strategies and execute those strategies effectively on the front line. Over that time, we have trained thousands of leaders, managers, and front-line employees to deliver outstanding service that leads to increased sales. Recently, Kerry had a customer experience that […]
Yesterday I called to cancel my monthly delivery of organic fruits and vegetables. The representative didn’t seem to care about the cancellation – she was only interested in the fact that I still owed $50 on my account. This surprised me, since I was holding an invoice for $25.00. As my confusion grew, so did the representative’s […]