The Organization Customer Disconnect
By Guest Blogger Posted on 21 May 2015
This guest blog post is from online customer experience expert Gerry McGovern. The irony of this period of Big Data is that many organizations are becoming even more disconnected from their customers. Technology creates both […]
Turn a Complaint into an Opportunity to Increase Customer Loyalty
By Jocelyn Low Posted on 13 May 2015
When you cannot deliver the service you promised to your customer, what do you do? Let’s face it. We all have days when we disappoint customers for various reasons. It could be a team member […]
How to Leverage Every Meeting to Build an Uplifting Service Culture
By Jeff Eilertsen Posted on 12 May 2015
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 […]
This Simple Strategy Will Uplift Your Service Education
By Jeff Eilertsen Posted on 11 May 2015
Steris is a global leader in infection prevention and surgical technologies based in the US and serving clients around the world. Leaders of the North American Service organization wanted to create buzz and momentum for […]
Innovation and Process: What Football Teaches Us About Customer Experience
By Jeff Eilertsen Posted on 8 April 2015
A friend of mine, the Head of a Middle School, wrote the following as part of his weekly letter to parents. He is working hard to balance change and innovation demanded by modern times with the tradition and process long revered in student education. His message also rings true for service innovation in business and government organizations:
“When Brazil defeated Italy in 1970 for their third World Cup in 12 years, football aficionados claimed it was the greatest team ever with the greatest player ever, Pele. Four years later, it was the West Germans who defeated the Dutch in Munich to seize the World Cup, led by their brilliant defenseman, Franz Beckenbauer.
How to Increase Productivity and Improve Service Simultaneously (and Easily)
By Ron Kaufman Posted on 8 April 2015
Many people think of improving service and improving productivity as diametrically opposing objectives. Increasing productivity means doing more with less, which means reducing service levels. Meanwhile, upgrading service means doing more than before, which causes productivity declines.
These views may be common sense, but they are also incorrect. Improving service and productivity go hand in hand and are easy to accomplish when you have the right understanding of what service really means.
Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two
By Ron Kaufman Posted on 24 March 2015
Your organization is going to get some sand in the gears, and when that happens, it’s your job to keep your people focused and enthusiastic. How do you do that? You find opportunities to educate. You recognize individual successes. You role model what needs to happen and then recognize when other people act as role models. You acknowledge service achievements.
Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service.
Three Course Leader Challenges (and How to Overcome Them)
By Jocelyn Low Posted on 10 March 2015
Are you a passionate but frustrated Course Leader? Here’s how to overcome it!
I recently asked a group of experienced UYS Course Leaders two questions:
1. “What is your biggest frustration as a Course Leader in your organization?”, and
2. “What are you going to do about it?”
Each person who answered this question had already facilitated more than 10 workshops for their colleagues.
Here are two of the stated frustrations, and constructive recommendations:
Make ’Em Say Wow: Tips for Building a Strong Service Team — Part One
By Ron Kaufman Posted on 10 March 2015
In this two-part blog series, I’ll provide tips on how you can strengthen your service team.
Here, in Part I, we’ll take a look at the steps you can take to make it easier for your employees to provide great service to your customers or clients.
We love receiving great customer service. That’s no surprise. But did you know that great service can actually elicit a physical reaction? A recent American Express Service Study found that 63 percent of its 1,620 respondents said they felt an increased heart rate when they just thought about great service. And for 53 percent of those studied, great service caused them to have the same cerebral response that results from feeling loved. The trick, of course, is developing a customer service team that has the skills to provide such an overwhelming reaction amongst your customers.
Nairobi to Shanghai: A World of Service
By Jeff Eilertsen Posted on 24 February 2015
When considering quality of service around the world, many stereotypes can be applied. We may think certain countries or cultures naturally excel at service, while others are very efficient but not very friendly. And we may even see some countries where service appears to be an altogether low priority. Yet while stereotypes persist – and may have basis in personal experience – I have accumulated more and more experience in countries across the globe, and everywhere I teach and travel, I observe 3 things we all have in common:
1. Service expectations are local.
How people understand and evaluate service, especially front line customer service, is based on the world they live in every day. We judge the service we receive by comparing it to our own experience. This everyday experience varies widely for people from Nairobi to Shanghai to Delhi to Seattle. Defining service excellence is relative to what we experience around us.