Kate Nasser's Page

Many USA customer service call centers are now located outside America (some in Canada and some off-shore). How well do the CSRs in Canada and off-shore understand the regional differences across the USA. Adapting to these differences as you speak to American customers distinguishes your customer service from those th… Continue

Here is the link to my video for this topic. Funny, info-packed, and waiting for your insights.
http://katenasser.com/kate-nasser-gps-for-personality-types/

Glad to have joined this Customer Care Network. Will tweet about it. You can also follow my original customer service tweets on Twitter: http://twitter.com/katenass… Continue

Do an internet search on the definition of customer service and you will read definitions like how companies deal with their customers. This is a not a definition of customer service. When it is used as a customer service definition, it leads to structured processes, procedures, scripts, and metrics that leaders mistake for customer service. As a result these procedures don’t produce unforgettable customer service.

To deliver unforgettable customer service, first start with this simple, effecti… Continue