Articles by Lori Miller

Sales Focused Bill Collections Improve Profitability

Resume positive relationships with customers & reduce uncollected receivables.

Barry had been diligently chipping away at his list of suspended customer accounts.  Management wanted him to keep his over 60-day numbers below 3% and month after month he hovered right at 2.9%. He was proud of that.  He had figured out that if he collected on just 7 accounts a day he would meet his numbers.  The last batch of robo calls generated a lot of calls from customers wanting to pay their bills so he was well ahead of his goal already and it was only noon.  He decided to let...Continue reading

By Lori MillerPosted in Customer Service on December 17, 2013

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Lori Miller

President & Founder, Tooty Inc.

Lori Miller President & Founder Tooty Inc.   Biography   Known as “the queen of customer service,” Lori Miller helps companies increase employee morale and bottom line results while improving customer satisfaction. Leaders of some of the world’s largest companies rely on Lori to provide solutions to some of the toughest customer service and employee issues.   For over 25 years, clients have worked with Lori’s company, Tooty Inc., to evaluate, train,...Continue reading

By Lori MillerPosted in Customer Service on September 7, 2013

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Customer Service Lessons from the Health Care Industry

Do Your Ads and Reality Match?

I have noticed that some medical practices and hospitals have invested a lot of time, money and effort in creating newspaper ads, billboard signs and commercials that show the happy faces of care givers who can’t wait for the patients (customers) to come in.  I often wonder why the patient’s reality with medical customer service includes cranky receptionists, patronizing billing and insurance clerks, and those who can’t wait for their shift to be over. If they took the time to...Continue reading

By Lori MillerPosted in Customer Service on November 14, 2013

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Customer Service Management Lessons from The Karate Kid

How you can be more like Mr. Miyagi with your customer service department.

“Wax on- wax off!”  Admit it. The original Karate Kid movie is great.  In it good triumphs over evil and the mean people get their just deserts.  I somehow feel more motivated to fight the good fight myself after watching a rerun.  I have secretly wished that I had a Mr. Miyagi in my life; someone who could impart wisdom for all of life’s trials and keep me accountable to doing the right thing.   In the movie, young Daniel did not understand the value of waxing...Continue reading

By Lori MillerPosted in Customer Service on October 22, 2013

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Customer Service that is Ready, Willing and Able

Assessing events that impact your customer service department

I once asked a manager why he was so calm with so many problems that needed fixing. He told me that he had served in the military.  What he had to deal with then was a matter of life or death.  Now, he didn’t have that kind of pressure.  His challenges were frustrating for sure, but solvable.  I really admired his strength, but I also wondered if he had spent time in his customer service department recently.  To the CSRs it was a war zone full of combative customers, high...Continue reading

By Lori MillerPosted in Customer Service on September 11, 2013

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