Customer Service Mindset
Disney Dreams Demonstrate Customer Service Excellence
Disneyland puts on an extravaganza of lights, fireworks, characters, and special effects called ‘Fantasmic’ every evening.
... Read MoreDefine Your Purpose To Boost Customer Service Skills
Patrick Atkins is Senior Manager for Agency Training of a major insurance company. When people asked what he did for a living, he used to reply, ‘I sell life insurance’.
... Read MoreStretch Yourself To Gain A Hands-On Customer Service Education
How far does your service go? And how much farther can you stretch it?
... Read MoreImprove Customer Loyalty By Combating Negativity With Compassion
We meet people face-to-face, at counters, in meetings, in writing and over the phone. Often our moments of contact are brief, fragmented, and mere snapshots in the longer movie of their lives.
... Read MoreMake The Shift From ‘Me’ To ‘We’ To Improve Customer Satisfaction
The most listened-to radio station in the world is WII-FM, which stands for ‘What’s In It For Me?’
... Read MoreLifelong Learning, Customer Service Education Is A Passion
I am sometimes asked, ‘Where did you go to school and what did you study?’
... Read MoreResponsibility + Sensitivity = Cooperative Authority + Customer Service Leadership
E.J. wrote from the Middle East:
... Read MoreShould You Crack The Tough Nuts To Improve Customer Experience?
Years ago I used to focus on the worst members of the audience. The ones who crossed their arms and legs, never smiled, hardly said a word
... Read MoreBe A Better Customer And Get Better Customer Service Quality
When you give better service, your customers will appreciate you more. But when you give lousy service, your customers can be a pain in the neck.
... Read MoreMagic Words Improve Customer Experience
There are moments in life when someone says just a few magic words that become powerful beyond the speaker’s imagination.
... Read MoreListen For The Right Words To Measure Customer Service
I enjoy high-end music systems in my home and office.
... Read MoreA Customer Service Workshop With Lifelong Implications
My daughter, Brighten, is adored, admired, praised, encouraged, loved…and perhaps a bit spoiled.
... Read MoreServing Others? Serve Yourself! Customer Service Quality Depends On It
Have you met service providers who are frustrated, tired or just burnt out?
... Read MoreLost The Fire For Customer Service Excellence? Time To Retire!
I was flying to the United States when an In-Flight Supervisor recognized me and came over to chat. We spoke about current challenges and
... Read MoreInspire Customer Service Improvement With Personal Diamond Awards
The Olympic Games are a global celebration of challenge, performance and achievement. Around the world, viewers thrill to see who
... Read MoreCustomer Experience Management Demands Grumps Check Their Moods At The Door
Companies invest millions to create, design, fine-tune, build, promote and extend their brands. Think Nike, Virgin, Versace, Raffles, Amazon.
... Read MoreNice Work! Well Done! Keep It Up! Words Inspire Customer Service Excellence
I like to (quickly) thank those who give me good service, and (gently) critique those who don’t.
Here’s an easy and effective way to do it.
... Read MoreCreate A Customer Service Culture And Leave This Place Better Than You Found It
I stepped into the restroom of a large office building before a meeting. The paper towel dispenser had come unhinged and
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