I spoke to 1,200 police officers about delivering security and impeccable customer service quality. One officer asked: “In this city there are 3,000 police and more than 3,000,000 members of the public. What difference can we few possibly make to improve service throughout this country?” I replied, “You have leverage. Use it.” You can improve
One customer complained when served by a “Trainee” at a five-star hotel. If served by someone not entirely qualified, he wondered, should he pay a less-than-qualified rate? “Trainee” badges are horrendous. They are frequently old and mangled, handed down from new staff to new staff for years. They do nothing to improve customer experience while
In business interactions there are some exchanges that just stand out and have a strong impact that lasts. If you want to improve customer loyalty, moments of truth are important, but it’s those moments of impact that will keep clients talking about you for years to come. Moments of truth are all those times when
If it’s time to improve customer experience and bolster the impression people have of your company, just open your eyes. The visual impact of your physical location could play a bigger role in customer satisfaction than you think. The importance of visuals to improve customer experience struck me during a recent visit to my university
The busiest maternity hospital in the world is my client. They were once listed in the Guinness Book of Records for “most babies delivered in one year!” Pregnant women appreciate the slow pace of elevator doors at the hospital, but visitors and guests complain, “The elevators close too slowly!” The slow doors are intentionally programmed
The art of proper response is an imperative element in a good customer service training program. How staff members handle themselves under pressure can have a huge impact on customer impressions and willingness to patronize an establishment in the future. Ideally, customer service training will teach staff to focus on customer needs. There are simply
The language of computers may have changed the face of business for the better, but it doesn’t always demonstrate excellent customer service skills. Pay attention to the little details to keep service high. Years ago, the popular website at www.RonKaufman.com was upgraded to more powerful servers. The site includes a library of articles about service
When it comes to customer service quality, every link in the chain matters. If one is weak, the lasting impressions customers receive might not be as good as they could be. An example of how weak links can impact customer service quality was demonstrated to me courtesy of an airline chain. I flew to Fiji
The messages businesses send out to customers can improve customer loyalty or dash all hope. The importance of paying attention to signals sent out is high for companies that want to gain customers and keep them coming back for more. An example of just how vital it is to pay attention to messages to improve
Ever worked hard on a proposal and not been awarded the contract? When it happens to me, I say “Thank you. My follow-up notes read like this: “Thank you for the opportunity to get to know you better and offer my services to you. I hope we have a chance to work together in the
