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Customer Service Culture

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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

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Effective Staff Suggestion Systems To Change Your Company Culture

Markets demand greater innovation. Customers have rising expectations. Your competitors are more nimble than ever before.

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Customer Service Training Should Help New Staff Start Right

Effectively orienting your new employees can pay big dividends in staff retention, employee commitment, company culture and customer satisfaction.

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$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

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Bend The Rules To Improve Customer Satisfaction

 Give a prize each month to the person who bent the rules in the most effective or customer-pleasing manner.

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Use Staff Recognition and Rewards to Improve Customer Loyalty

The Singapore National Eye Center has a unique approach to building customer loyalty and boosting staff morale. In the attractive main lobby, management

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Get 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.

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Out-of-this-World Recognition and Rewards

Brenda at Verifone shares an out-of-this-world recognition approach:

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Harness 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!’

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New 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.

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Cancel 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.

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Get 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.

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Dead 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.

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Empower 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

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Empowerment 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.

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A 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.

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The 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.

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Driving Home A Customer Service Culture

I accompanied a visiting friend from my apartment in Singapore to a taxi waiting downstairs.

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Learn How To Transform Company Culture While Chasing Chickens

A technology company and major distributor teamed up as business partners to serve the banking market.

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Who 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

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How 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.

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Co-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.

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Top 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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