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Customer Service Guarantees

Are You Pulling in the Same Direction?
I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside. When fragmentation on the...(read more)

The 'Friendliest Airport in the World'
Singapore’s Changi Airport has been rated #1 in the world so many times the trophy cabinet is bulging. They’ve hit #1 in...(read more)

What is 'Legendary Service'?
Legendary Service. Many organizations use this phrase to describe and promote their service. But how many have really...(read more)

How To Lose a Customer for Life
M y friend Benny told me about a local restaurant that serves a variety of Chinese dim sum dishes. He went there with five friends for a...(read more)

Total Recovery=Customer Delight
D ouglas, an elected delegate at the Democratic National Convention in the United States, dropped his Handspring Visor personal digital assistant (PDA)...(read more)

Laundry Unlimited 'Bounces Back'
We use a convenient laundry service that picks up our dry-cleaning and delivers. A new pair of fashion pants came back from the cleaner utterly...(read more)

Preserve the Loyalty You Deserve
My video duplication company has been a reliable and responsive supplier. They should be – I have spent more than $62,000 with them in the past few years. I received a complaint from a customer about one of...(read more)

We Are Really Sorry For You, But...
I lost my mobile telephone. The telephone company told me to file a police report and then come down to their office to buy a new phone. When I arrived...(read more)

Customer Recovery First, System Recovery Second!
I was staying at a dive resort in Papua New Guinea recently. It was quite pleasant, with friendly staff, comfortable accommodation and good food. I enjoyed a...(read more)

When Service Goes Wrong, Bounce Back!
We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and, inevitably...(read more)

UP Your Service! | Customer Service Training Articles by Customer Service Expert Ron Kaufman
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