Customer Service

3 Ways to Improve the Front Desk Experience

I got a reminder call yesterday afternoon regarding the doctor appointment I had scheduled today at 10:00am. A “courtesy” call conducted by a friendly enough, though bored-sounding, front office staffer seemingly going through the motions of checking my name off her to-do list.

In a Rush with No Time to Spare.

I rushed from one errand to another before my appointment this morning, and arrived right on time with a minute to spare and a little breathless. I signed in and took my seat with the rest of the patients patiently waiting. After 30 minutes, the front desk associate called my name to collect my co-payment. I handed her my credit card, to which she said, “Oh, we don’t take credit cards anymore; just cash or checks.” I had […]

Revolutionizing Company Culture

Usually, when a prominent company has been in the news as often as Zappos seems to have been the past few years, it’s not for a notably great reason. Recently, the online shoe retailer has once again made headlines for changing up the entire structure of their company, doing away with all managerial titles and giving every employee equal status within the company. It’s a revolutionary business design to be sure, but even before taking this enormous leap into rarely charted territories, Zappos had already been experimenting with newfangled ways of handling an otherwise rather static department of business: customer service.

Customer Loyalty…priceless

Zappos’ customer relations department is known for going to great lengths to exceed consumer expectations, no matter the cost to the company. There are cases of […]

By |June 14th, 2015|Business Strategy, Customer Service, Employees, Turnover Rate, What is Success?|Comments Off on Revolutionizing Company Culture

Lead by example. But where are we going?

We’re all probably familiar with the sort of customer service that leaves a bad taste in your mouth and a touch of anger in the pit of your stomach. It’s the sort of so-called “assistance” that would take a very well-adjusted person to be able to call in with a legitimate complaint or concern and leave without feeling even the least bit swindled. And at the last place I worked, that exact sort of service was our specialty…

Confessions of a Bad Customer Service Rep, Part III

I never figured out if our CEO really hated the people whose support provided the basis of his livelihood, or if he just hated humankind in general. But he really did seem to love giving our customers the hardest time possible. And […]

Customer Service Turnover…and Over and Over

In a perfect world, our “Success Stories” would merely be accounts of the everyday encounter. But they aren’t, and that’s what makes these stories so remarkable — they are tales of those going above and beyond the expected to really make a difference, whether it be for a single customer or for society as a whole. Of course, for success stories to be so noteworthy, you need the opposite end of the spectrum to also exist. And it does. Which means that it’s time for another unfortunate installment of confessions from a bad customer service rep!

Confessions of a Bad Customer Service Representative, Part II

Hi! Bad customer service rep, here. In my last contribution, I outlined the ways in which the CEO […]

By |March 14th, 2015|Business Strategy, Customer Service, Employees, Turnover Rate, What is Success?|Comments Off on Customer Service Turnover…and Over and Over

Confessions of a Bad Customer Service Representative

Accountability starts at the top. Associates will model actions they observe of their leaders. So what happens when leadership teaches the wrong lessons? I recently had a friend, a former customer service representative, share her experiences working in customer service for an online retail company. Here is one of her stories:

Confessions of a Bad Customer Service Representative

For a year and a half, I worked as one of the faceless social media brand ambassadors of an online company. We sold food products; that was our specialty. As you can imagine, there’s a lot of potential for issues to arise in the purchase of online edible goods (e.g. expired product, false representation of the item, incorrectly filled orders), so we fielded many a customer complaint each day. But our CEO wasn’t […]

By |February 18th, 2015|Customer Service, Hospitality, What is Success?|Comments Off on Confessions of a Bad Customer Service Representative

Patient Care through the Eyes of a Child

HiResSome of the most sought-after, talented physicians can be amazingly clueless when it comes to providing compassionate patient care.  When it comes to providing exceptional service, there is no greater time of need then when people find themselves or their loved ones in the hospital at their most vulnerable and anxious. Instead of reducing the patient’s anxiety, some only enhance it.

Most patients and their families are scared and anxious when visiting the hospital.  With so much attention in healthcare being placed on the patient experience, and rightfully so, it pays for all care providers, especially doctors, to understand the impact they have on their patients…even on their youngest ones.

The following memory, graciously being shared, comes from a very […]

Emergency!

Emergency

Emergency!

Do you remember the last time you visited an Emergency Room?  If you are like most people, a visit to the ER is usually the absolute last resort after all other options have been exhausted.  I’m no different.  Once I’ve made the decision to bite the proverbial bullet and head on over to the ER, I’ve also decided that the next 2 – 12 hours of my precious time are pretty much fair game and no longer in my control.

Wait Times are Long, Patience is Short

I will admit, the last time I sat in the ER waiting room, waiting for what seemed like days for my son to be seen by a doctor, I was so close, too close, to just leaving.  Sure, my son needed medical […]

By |June 11th, 2013|Customer Service, Healthcare Hospitality, Survey|Comments Off on Emergency!

My Passion…My Success

about-us-gallery-A

Hello, and welcome!  I’m Kellee Everts, founder and principal of Kann Succeed Enterprises.  It’s a pleasure to meet you!  I began Kann Succeed Enterprises to quench my passion for building successful service-driven cultures from the inside out…top down, bottom up.

As far back as I can remember I’ve always had a passion for bringing happiness and joy to others.  This may seem kind of trivial, as they don’t offer college degrees in Happiness (although a few companies have created positions that focus on this very important component of success by establishing Chief Happiness Officers…a title I can really appreciate!)

I have found that throughout my career, what has made me feel the most fulfilled and, well, happy, was helping others…co-workers, […]

  • Welcome to Kann Succeed! Welcome to Kann Succeed!

    Welcome to Kann Succeed!

Welcome to Kann Succeed!

“If your success is not on your own terms, if it looks good to the world but does not feel good in your heart, it is not success at all.” – Anna Pavlova

Hello everyone and welcome!  Let me tell you a bit about Kann Succeed Enterprises and what you can expect from us! (more…)