Eight ways to get close to your customers (and learn how to improve the customer service experience you provide)

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Want to add more value to your customers? Be sure you know what to add!

Here are eight proven ways to get close to your customers and find out what they value, what they care about, what they really want.

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"Sorry" is a start. But Toyota needs a higher gear to achieve service recovery

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Regardless of whether Toyota was slow, ignorant or delusionary to the faults in its vehicles, one thing it has finally done is to say “We are sorry”. Much criticism of the company is anchored in the belief that Toyota was slow and unwilling to take responsibility for evident technical problems. The time it took for

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A Common Service Language – Essential But Uncommon

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A common language enables effective coordination of action. Software developers use common terms, like bug reports and freezing code. When new software comes out, they say the old one has reached the “end of life”. Insurance agents also share a common language. They use terms like persistency, premiums, waivers and exclusions. When their customer reaches

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Service Leaders Shape the Flow

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Every culture shares a common language, a set of practices, traditions, stories, strategies and standards. These common elements influence and shape human behavior. They keep us in the flow of a discourse that already exists.

We are all born into cultures. We are educated in cultures. Our sports and religions and music are all examples of long standing cultures.

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Build a Superior Service Culture

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This blog is an open conversation for sharing insights, examples and ideas on how to build a Superior Service Culture. This is a community space to share experiences, stimulate thinking and explore different points of view. We will share our thoughts with you and welcome you to share yours. The problem with Customer Service Training

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