The Pace of Service

  • Home
  • About
  • Consulting Services
  • Blog
  • Contact

The Art and Science of Customer Service Recovery

By michaelpace on November 5, 2013 “Customers do not expect you to be perfect.  They do expect you to fix things when they go wrong” – Doug Porter while SVP at British Airways Remember that time a company did not meet your expectations, or something broke, or you received sub-par customer service, or you were […]

Filed Under: Customer Service, Leadership, Uncategorized Tagged With: Business Process Management, customer experience, customer service, empowerment, Leadership, operations, service, Service Recovery

Everyone can be a Community Manager & Happy Community Manager Appreciation Day

By michaelpace on January 28, 2013 If you are a “registered” or “titled” Community Manager, have a great Community Manager Appreciation Day – whether others folks in your company know it, we all love and appreciate your work.  Throughout the day, I have seen amazing content being produced and curated by a number of social […]

Filed Under: Business Process Management, Community, Leadership, Organizational Structure, Social Media, Social Organization, Uncategorized Tagged With: CMAD, Community, Community Management, Community Management Appreciation Day, empowerment, Leadership, marketing, social business, Social Media, Social Organization

Swinging a Hammer Does Not Make You a Carpenter; It Just Makes You Dangerous Or Smart Use of Social Media for your Contact Center

By michaelpace on November 15, 2012 When I am speaking or consulting regarding Social Media Customer Support or Social Business, a few of my favorite questions that I almost always receive are: Who should own social media in a company? Should we be on Twitter, Facebook, LinkedIn, YouTube, blogs, and every network? There are so […]

Filed Under: Business Process Management, Customer Service, Leadership, People, posts, Social Media, Social Organization, Uncategorized Tagged With: associate, Business Process Management, conferences, Constant Contact, customer service, empowerment, HR, Human Resources, Leadership, learning, people, social business, Social Media, Social Organization

I discovered my Social Media ROI? Or How much is your personal development worth?

By michaelpace on March 30, 2012                             I am not that big of a fan of the term “Social Business”. I love the broader concept of using social tools and networks to more effectively and efficiently achieve business goals. For a more […]

Filed Under: Community, Customer Service, Leadership, People, posts, Social Media, Social Organization, Uncategorized Tagged With: Community, Community Management, Community Roundtable, conferences, empowerment, Leadership, ROI, social bu, social business, Social Media, Social Organization, The Community Roundtable

The Next Innovation in Social will come from (wait for it) . . . HR

By michaelpace on October 3, 2011 No, not some hybrid formation of technology from Hashable and Radian6 or something of the like, good ol’ Human Resources.  Yes, Human Resources. Of course, new technology will continue to flood our lives in alpha, beta and full rollout versions, but they are mostly all incremental changes or consolidation […]

Filed Under: Leadership, Organizational Structure, People, Social Media, Uncategorized Tagged With: associate, Community, Dell, empowerment, Hashable, HR, Human Resources, John Hagel, Leadership, people, Radian6, social business, Social Media, Social Organization, values

Straight from the Unicorn’s Mouth

By michaelpace on July 11, 2011 “How do you guys do Social Media Customer Service and do it well?” I might be paraphrasing, but that is probably the most common question that has been asked of me during the past 2 years at Customer Service and Call Center conferences.  In this post, I thought I […]

Filed Under: Community, Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Uncategorized Tagged With: associate, Community, Community Management, conferences, Constant Contact, Constant Contact Community, content, CTCTHelp, curation, customer experience, customer service, empowerment, Klout, Leadership, people, social business, social influence, Social Media, support, Tiffany & Co., Trust, unicorn, Zappos

Exercising Responsible Freedom

By michaelpace on May 15, 2011 In 2008, I fell in love.  No silly rabbit, not with the man playing the piano or even another woman, but with the phrase “Exercising Responsible Freedom”.  I began to pattern my entire managerial style after this powerful phrase, and believe it is more relevant than ever in today’s […]

Filed Under: Customer Service, Leadership, People, Uncategorized Tagged With: agent, Chip R Bell, customer experience, customer service, empowerment, Exercising, Leadership, Responsible, Responsible Freedom, social business, Trust

Post History

Keyword Search

Get Social

  • LinkedIn
  • Phone
  • Twitter

Copyright © 2021 · Agency Pro on Genesis Framework · WordPress · Log in