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Wiebke Wetzel

Customer Experience Training

Changing habits

In the 60s Paul O’Neill completely turned around Alcoa, the world’s largest aluminum producer by changing one single thing: he …Weiterlesen

Wiebke Wetzel6. September 2014

The world was here first

Don’t go around saying that the world owes you something. The world owes you nothing. It was here first. Mark …Weiterlesen

Wiebke Wetzel31. August 2014

The escape the city

You feel stuck in your job and want to do something different? You want to change career, go on an …Weiterlesen

Wiebke Wetzel31. August 2014

Don’t listen to reply

„Most people do not listen with the intend to understand. Most people listen with the intend to reply.“ unknown authorWeiterlesen

Wiebke Wetzel23. Juni 2014

The fine line

Did you ever have to call support because your laptop suddenly wouldn’t boot? How did you like it when the …Weiterlesen

Wiebke Wetzel9. März 2014

A customer journey

We all attempt to deliver great service when in contact with a customer. Surprisingly our customers are still not always …Weiterlesen

Wiebke Wetzel8. September 2013

The best service is the service our customers don’t need

When I look through customer feedback I frequently read „The Tech Support was great but I should not have needed …Weiterlesen

Wiebke Wetzel18. August 2013

Trust your team

How often do your agents have to ask you for approval? They work on a case and have an idea …Weiterlesen

Wiebke Wetzel13. Juni 2013

Together, not top down

How often do managers ask their people about what goes wrong in their company’s processes? And how often do they …Weiterlesen

Wiebke Wetzel8. Juni 2013

What motivates us

Ever now and then I come back to this great video. Not only because of what it tells us but …Weiterlesen

Wiebke Wetzel8. Juni 2013