During a cold winter season, smart organizations get busy preparing for spring. One way to prepare is to create (or confirm) a clear and motivating vision of what you want to become. Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service
When a company reaches the top, does customer service quality still matter? Industry leaders tend to think so. I recently organized a service benchmarking visit to Singapore for 22 Korean sales and service trainers. In seven days we visited 23 leading organizations. A very busy week! At the Singapore Airlines Cabin Crew Training Center, one
As the wind of economic cycles blows hard, some businesses try to contain costs by cutting corners on customer service quality. This is exactly the wrong thing to do, because customer service quality matters now more than ever. Here’s why: A. When people buy during an economic downturn they are extremely conscious of the hard-earned
Harvey Mackay is the author of Swim With the Sharks Without Being Eaten Alive and other bestsellers. More than 10,000,000 of his books have been purchased around the world. He is also a master of using excellent customer service skills. Harvey is founder of the Mackay Envelope Corporation and is one remarkable human being. I
Who wrote your company’s vision, mission and value statements? Was it some long-forgotten committee, or a retired management team, or an advertising agency no longer on the job? In too many organizations, these essential statements are leftovers – flat, dull and boring. Let’s face it, no one is inspired by a predictable list of core
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. The right words inspire, motivate and encourage people to achieve excellence. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. The colonial post office
What does customer service excellence mean? Is it defined differently from one business to the next? Is there a place customers can look to find out what might define excellence for a specific company? The answer is often found in mission statements or promises to customers. Some companies clearly define the bar for customer service
Advanex (formerly Kato Spring) is a global company with head offices in Japan. They make every kind of spring you can imagine, from microscopic chip connectors to monster steel coils for securing aircraft cargo doors. Paul Kato, grandson of the founder, insists upon vigorous “globalization” – adapting global concepts in local language to impact, educate,
Australia welcomed the world for an Olympic extravaganza in 2000. This international event galvanized the nation to provide customer service excellence. When the Olympics ended, the world went back home. Australians continued serving one another, but the customer service excellence did not keep pace. I toured the nation on a book promotion tour and discovered
When there is a desire to enact a customer service improvement, defining the goals can prove vital to the effort. The more clearly defined the goal, the better it can be for all involved. A great example of where words can help push efforts forward comes out of Singapore. Singapore aspires to be a nation
