Heidi McCarthy
Heidi McCarthy has been customer focused her whole life, getting a good orientation in her first job working as waitress while putting herself through college. After college she worked in the corporate arena for 8 years where she learned the ins and outs of working in a corporate culture including customer service working with and traveling to clients across North America. Next she worked with her husband in his salvage diving business where dealing with the '..."rich and famous'Â taught her much about people's expectations. Running a consulting business she started working with Custom Training Institute. The consulting soon became a full time job, where she became the General Manager and Director of Operations. This job showed Heidi the immense need for what has become her specialty niche '" customer service in the electronic universe.
Additionally, Heidi has the ability of being able to see holes in systems that on the surface look to be good and solid. And, she loves to teach '" to share what she has learned .
Heidi's passion for excellence in business caused her to found Toughest Customer, where today she helps companies grow and retain customers through improved customer service and extreme client care.
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Additionally, Heidi has the ability of being able to see holes in systems that on the surface look to be good and solid. And, she loves to teach '" to share what she has learned .
Heidi's passion for excellence in business caused her to found Toughest Customer, where today she helps companies grow and retain customers through improved customer service and extreme client care.
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- 114
- Content
- 11
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- Contributor since
- 7/23/2011
Education/Experience
Bachelor of Business Administration, Marketing emphasis, Summa Cum Laude, 1988Interests
Customer Service, Customer Retention, Customer Loyalty, Customer Service in the Electronic Medium, Customer Service in the 21st CenturyMotto
Winning Over Your Toughest CustomerAffiliations
Toughest Customer BlogFavorites
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Displaying Results 1 - 11 (of 11) for All Content
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Applying Customer Service Tools to Holiday GatheringsI would suggest that as caring and compassionate people, we appreciate these family gatherings with all the love and compassion we can master, and when the family dynamics get over-whelming, to remember our Customer Care skills.
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An Apple (Idea) a DayTo me, it is what life is all about – the sharing of ideas. Listening. Learning. I may not always agree with what you say, or like your idea – but I do enjoy learning what you have to say and trying to understand why.
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Importance of the Personal TouchReaching out to our customers and letting them know we care is a very good use of our time (and saves us money in the long run).
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The Customer Care RuleCustomers are loyal to good serve, but very swift to move on to your competition if they feel they are not valued.
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Did You Say What I Think You Said?I’ve said it before and I’m sure I’ll say it again-as providers of information to customers and as customers ourselves, we have selective speaking and hearing. It all boils down to what we know, or don’t know, about an organization’s product or services.
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De-skunking a Dog and Customer ServiceComplaining customers are often treated like skunked dogs. No one wants to go near them – but we have too if we’re going to resolve the problem.
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The Weakness of the Spoken WordSpoken words make up ONLY 7% of our communication. With so much communication done electronically – email, text, social media and websites – with just the written (spoken) word and no visual cues to support what we say, misunderstandings happen too often.
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Understanding How Important it is to Give the Customer What They WantHow a fast food 'joint' exemplified great customer service.
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Customer Service Goes Both WaysWe've all called a Call Center for some reason or another. They go from being very good to absolutely awful. I had a bit of both in a recent encounter with Bank of America.
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Are You on the Verge of Insanity?'œInsanity is doing the same thing over and over again and expecting different results.' Albert Einstein -- was a model of thinking outside the box. I know for me, I have to give myself reminders that it is OK to try something new or different. -
It's Not What You Say but How You Say It!A case study example on how what we say can often be more important than what we say.