Customer Service Culture
Singapore Airlines Flies High Thanks To Its Customer Service Culture
As a professional speaker, I often share stories and examples of companies that deliver great service. One company that’s easy to talk about is
... Read MoreHow To Change Company Culture And Harness Creative Ideas
Markets demand greater innovation. Customers have rising expectations. Your competitors are more nimble than ever before.
... Read MoreCustomer Service Training Should Begin On Day One
Effectively orienting your new employees can pay big dividends in staff retention, employee commitment, company culture and customer satisfaction.
... Read More$50 Jokers And 52 More Ways To Inspire Customer Service Excellence
Kym is Managing Director of ‘Messages on Hold’. But there’s nothing on-hold about the way he encourages service quality and builds loyalty among
... Read MoreImprove Customer Satisfaction Through Unique Employee Rewards
Give a prize each month to the person who bent the rules in the most effective or customer-pleasing manner.
... Read MoreImprove Customer Loyalty By Rewarding Employees Who Serve
The Singapore National Eye Center has a unique approach to building customer loyalty and boosting staff morale. In the attractive main lobby, management
... Read MoreGet A Bang Out Of Improving Customer Service Quality
‘Right Selection’ in Dubai organizes seminars and training programs and distributes great books. They keep their staff motivated with a process costing pennies.
... Read MoreOut-of-this-World Recognition and Rewards
Brenda at Verifone shares an out-of-this-world recognition approach:
... Read MoreHarness The Power Of Praise To Learn How To Transform Company Culture
‘Another day, another dollar’, ‘Thank God it’s Friday’, ‘You can take this job and shove it!’
... Read MoreNew Titles Open New Possibilities To Improve Customer Service Quality
In my writing I’ve pointed out how titles can influence the moods and expectations of those around us.
... Read MoreCancel Employee Of The Month To Improve Customer Satisfaction
Do you remember the last time you saw an ‘Employee of the Month’ award? If you were a customer, did you recognize the name of the winner? Probably not.
... Read MoreGet New Staff To 'Self-Select' To Promote Positive Organizational Culture Change
If you want a strong and distinctive company culture, you need to get the right people on the job.
... Read MoreDead Wood: High Value Antiques Or Dangerous Rot? How To Improve Customer Experience
Every organization must reckon with ‘old-timers’: staff who have served many years but may be past their most productive prime.
... Read MoreEmpower Frontline Staff To Improve Customer Satisfaction
A young man working for a Big Boss made an expensive mistake his first week on the job. At the end of the week the young man cleaned out his
... Read MoreEmpowerment Makes Dollars, Sense And Can Improve Customer Loyalty
Empowerment exists when employees have the authority to make decisions and take appropriate actions without first seeking approval from others.
... Read MoreA Rising Tide In Customer Service Training Lifts All Boats - Except Those That Sink!
Clients often ask me how to motivate stodgy ‘old-timers’ to give better service, work more effectively on teams or contribute to building a stronger learning culture.
... Read MoreThe Police Debates Demonstrate An In-House Customer Service Workshop That Worked
When a senior officer of the Singapore Police Force (SPF) asked for my opinion about service improvement, mindset training and new technology, I became curious.
... Read MoreDriving Home A Customer Service Culture
I accompanied a visiting friend from my apartment in Singapore to a taxi waiting downstairs.
... Read MoreLearn How To Transform Company Culture While Chasing Chickens
A technology company and major distributor teamed up as business partners to serve the banking market.
... Read MoreWho Loves The Taxman? Change The Language To Change The Customer Service Culture
The old saying goes, ‘No one loves the taxman’, but if I must pay taxes, the people at the Inland Revenue Authority of Singapore (IRAS) are the
... Read MoreHow To Change Company Culture By Literally 'Burying The Hatchet'
Relations between two departments had deteriorated badly over the years.
One was a state government agency, the other from the private sector. The culture of these two ‘partners’ could not have been more different.
... Read MoreCo-Pay Is A Win-Win-Win To Improve Customer Service Quality
My first book, UP Your Service!, hit #1 on the national bestseller list within three weeks of release.
... Read MoreTop Ten Tips To Build a Superior Service Culture
1. CREATE A UNIQUE SERVICE PHILOSOPHY
Promising to provide "excellent service" is no longer enough for your
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