Latest Blog Posts for Customer Service

• Solidify Your Culture with This One Action
  on Mar 11, 2014 in Corporate Customer Service Financial Healthcare Higher Education Hospitality Non-Profit Retail culture of customer service customer service tips great customer service how to improve customer service storytelling world-class service
      Recently, I was talking to an attorney who had just joined a very large firm with over 700 lawyers practicing in offices all across the country. He was most impressed with what a strong culture they had in their common values and servic...
• Super Uber
  on Feb 11, 2014 in Customer Service Uncategorized customer experience customer processes make easy retaining loyal customers service map service mapping Wow service
    Last week I went on a trip with my daughter to San Francisco. She showed me a new way of moving around a city that is revolutionizing the transportation industry. It’s all about customer service and innovation. It’s Uber! Using the Uber ap...
• Are You Easy To Do Business With?
  on Feb 5, 2014 in Corporate Customer Service Financial Healthcare Higher Education Hospitality Non-Profit Retail customer experience customer processes customer service obstacles customer service tips lens of the customer make easy
      The instructions said all you had to do was sign-in and follow the directions. Simple enough. Who would have imagined a process could be so daunting? Yet, it’s one we have all experienced. Either it’s a wrong user name or wrong password...
• Customer Service Presence
  on Jan 14, 2014 in Corporate Customer Service Financial Healthcare Higher Education Hospitality Non-Profit Reference Articles Retail customer service presence first impressions how to improve customer service presence training for customer service what is customer service
  What is customer service presence? It is when the customer has the perception that the employee truly cares about them, their needs, and their desires. It is when a customer trusts that the employee is doing everything they can to help them. Customer...
• Defining What’s Important – Walt Disney and Philip Crosby
  on Dec 17, 2013 in Corporate Customer Service Financial Healthcare Higher Education Hospitality Non-Profit Retail customer experience Disney customer service employee expectations how to improve customer service Philip Crosby
  Philip Crosby, one of the leading gurus in quality improvement, took me to breakfast when he hired me in 1983 and during the meal gave me a gift. The gift was a wooden box with a Cross pen inserted. Engraved on the box was the word ADEPT. He explaine...
• A Memorable WOW for Customers
  on Dec 11, 2013 in Customer Service Uncategorized customer service posts customer service tips exceed expectations power of story retaining loyal customers Wow service
  Customers of WestJet Airlines, a Canadian based airline, received a most memorable WOW this Christmas season. And what’s interesting about the story, is that the employees appear to be having as good a time in creating the WOW, as do the passengers...
• What Did I Hear?
  on Dec 4, 2013 in Corporate Customer Service Financial Healthcare Higher Education Hospitality Non-Profit Retail Tips & Tools customer experience customer satisfaction customer service tips Everything Speaks how to improve customer service lens of the customer
    What Did I Hear? Do you pay attention to the background sounds in the places you go? Olive Garden thinks so. That’s why they are changing up the music you hear when dining in their restaurants according to an article in today’s news. In an...
• Holiday Service at its Best! 10 Great Tips.
  on Nov 19, 2013 in Customer Service Retail Tips & Tools customer experience customer satisfaction customer service tips customer service training how to improve customer service retaining loyal customers training for customer service what is customer service
  Holiday Service at its Best! 10 Great Tips. All signs of the holidays approaching are here, whether we are ready or not. Street wreaths are hung, store window displays are glittering, and holiday carols are playing on the radio. The environment is sh...
• American Express Proves Value of Excellent Service
  on Nov 12, 2013 in Corporate Customer Service Financial Healthcare Higher Education Hospitality Non-Profit Retail customer experience customer service training exceed expectations great customer service retaining loyal customers Wow service
  Last year American Express conducted a survey that found 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent service. As for the reasons why they would be willing to spend more with that kind of...
• Target and Verizon Offer GREAT Customer Experience
  on Nov 5, 2013 in Corporate Customer Service Financial Healthcare Hospitality Non-Profit Retail Tips & Tools culture of customer service customer experience customer satisfaction customer service tips great customer service how to improve customer service training for customer service
  Recently while shopping in a Target store, I saw the opportunity to purchase a new phone with my Verizon provider. How convenient! The representative greeted me warmly as I entered his area and made me feel comfortable and welcome. He made some smal...

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