Everywhere you look there are more security personnel. This is one reality we share all around the world. In airports, hotels, shopping malls, schools, corporations and public spaces, we see an increasing number of security personnel among us. Often security staff are the first and most visible point of contact with your customers. This trend

Organizations driving change face a common problem. Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention. This can derail your progress for change just when new and powerful messages are needed most. Building fresh support for a long-term service culture change requires

Enjoy this selection of “Top 5” thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! How to Increase Productivity and Improve Service Simultaneously by Ron Kaufman 4 Rules for Getting it Wrong and Right in Building Service Culture by Ron Kaufman Service Staff Orientation Programs: Get

Steris provides sterilizers, sterile processing equipment, operating room surgical equipment, emergency room equipment and other medical device sterilization equipment. As a manufacturer with technicians working onsite in health care facilities, safety is a critical factor for Steris’ success. Many years ago, Steris implemented the idea of a “Safety Contact” as a requirement to open every

Every once in a while a commercial company expresses the essence of our humanity – not only the desire to succeed, but also to be deeply fulfilled in our achievements. This commercial from Thai Life Insurance highlights the best of both. Believe in Good. Enjoy.

It is little news that social media interactions drive brand perception, buying decisions, and customer loyalty. What’s big news is how many companies manage their social digital media interactions very poorly. Here are five of the most significant drivers of social media failure. Do any of these apply to you?

The last thing a customer with a complaint wants to hear you say is: “You’re wrong.” What they want to hear is that you understand them, appreciate them, and agree with them on the importance of the value they have cited in their complaint.

Here are a few quick scripts to use when responding to customer complaints:

One of the keys to Achieving Superior Service and building a service culture is leveraging the building block of “Service Communication”.

Uplifting service providers seek to make each perception point a positive experience for customers, clients and colleagues. Many of these points involve communications: what prospects, customers, colleagues, and partners experience as a result of what has been heard, read, or said.

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.