We live in a customer service culture where each of us is dependent on others for one thing or another. Inasmuch, we all have a responsibility to chip in and add positively to that customer service culture for the betterment of all. I stepped into the restroom of a large office building before a meeting.
Inspiring people to perform at their peak isn’t just the job of “management.” Customers, too, can often set the tone for the service they receive now and in the future. I like to (quickly) thank those who give me good service, and (gently) critique those who don’t. Here’s an easy and effective way to do
Companies invest millions to create, design, fine-tune, build, promote and extend their brands. Think Nike, Virgin, Versace, Raffles, Amazon. All your investment brings customers to your door (or website) with expectations matching your promotional promise. But when customer meets company “face-to-face,” everything hinges on that critical moment of customer experience management. A friend recently moved
The Olympic Games are a global celebration of challenge, performance and achievement. Around the world, viewers thrill to see who takes home the Bronze, Silver and Gold. I enjoy looking deeper, silently granting “Personal Diamond Awards” to anyone who goes faster, higher or longer and achieves a “personal best.” What would the Olympics be like
I was flying to the United States when an In-Flight Supervisor recognized me and came over to chat. We spoke about current challenges and how quickly the airline was growing. She lamented that some older crew felt jaded and uninspired to deliver customer service excellence. They tend to do the minimum of work in flight,
Have you met service providers who are frustrated, tired or just burnt out? They may look frantic or exhausted. They may sound sad or just plain bored. Their pride in customer service quality has faded away and their passion has all but disappeared. They are just going through the motions, watching the clock, earning a
The lessons behind a good customer service workshop are things we can all stand to learn. When the value of giving is instilled at any age, the rewards in life and at work can be amazing. As a parent, I’ve learned the need to translate lessons typically taught at a customer service workshop for my
You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. I enjoy high-end music systems in my home and office. One day I called the dealer to order extra
There are moments in life when someone says just a few magic words that become powerful beyond the speaker’s imagination. They improve customer experience in a broad sense and can shape lives. Perhaps this has happened to you. It has to me – twice, and both times the efforts to improve customer experience had a
When you give a high level of customer service quality, your customers will appreciate you more. But when you give lousy service, your customers can be a pain in the neck. The flip side is also true about customer service quality. If you are an appreciative and considerate customer, service providers will tend to serve
