The old saying goes, “No one loves the taxman,” but if I must pay taxes, the people at the Inland Revenue Authority of Singapore (IRAS) are the folks I’d rather pay them to. IRAS boasts one of the best programs I have seen for building an energized and dedicated customer service culture. They have a
1. CREATE A UNIQUE SERVICE PHILOSOPHY Promising to provide “excellent service” is no longer enough for your customers or your staff. Excellent at what? Excellent service in a hospital is warm and caring, but that’s not what you want at a computer store or car wash. Some restaurants are fast and inexpensive, but that may
My first book, UP Your Service!, hit #1 on the national bestseller list within three weeks of release. Thousands of copies have been purchased by individuals and companies around the world hoping to improve customer service quality. Where are all these books going!? An increasing number are being purchased by organizations for each member
Learning how to change company culture to foster a more positive environment isn’t easy. This is especially so if division in the ranks is to blame for a negative atmosphere. This brings me to a great example of how to change company culture by literally burying the hatchet. Relations between two departments had deteriorated badly
Creating a sense of cooperation to improve customer service isn’t always easy. It is possible, however, to learn how to transform company culture by using creative ploys to send home the message that teamwork matters. This brings me to a great example that demonstrates how to transform company culture in a creative, unique way. A
I accompanied a visiting friend from my apartment in Singapore to a taxi waiting downstairs. He climbed into the back seat and promptly sat on a wallet left behind by the previous passenger. My friend looked inside the wallet and found money, credit cards and personal identification. I suggested taking the wallet upstairs right away
When a senior officer of the Singapore Police Force (SPF) asked for my opinion about service improvement, mindset training and new technology, I became curious. I did some detective work of my own and discovered the SPF holds internal debates on provocative service questions. It’s one of the best ideas I’ve seen for developing a
Clients often ask me how to motivate stodgy “old-timers” to give better service, work more effectively on teams or contribute to building a stronger learning culture. They want to know how to get difficult employees on board with customer service training. One company even asked me to help “crack four tough nuts” out of a
Empowerment exists when employees have the authority to make decisions and take appropriate actions to improve customer loyalty without first seeking approval from others. Empowerment allows frontline service staff to act quickly for their customers, improving customer satisfaction and boosting staff morale. It may also improve customer loyalty in the process. Brendan sent this example:
A young man working for a Big Boss made an expensive mistake his first week on the job. At the end of the week the young man cleaned out his desk and packed up his things to leave. The big boss asked, “And just what do you think you are doing now?” “I’m leaving,” said
