Customer Service Perception Points
Simple, Small Measures Mean A Lot In Customer Service Leadership
Consumer banks work hard to serve and please their clients. Trouble is, all banks compete on the same ‘big things’:
... Read MoreGive Yourself An Auditory Audit To Improve Customer Experience
I was in Santa Fe, New Mexico and got a wake-up call in my hotel room. I had asked for 6:30 am.
... Read MoreMillion Dollar Voice Mail Works To Improve Customer Satisfaction
Have you ever heard a voice mail recording so good that you called back twice, just to hear the message? I have.
... Read MoreFix Your Weakest Link To Improve Customer Service Quality
If you do your job well, your company will prosper and customers will return, right?
... Read MoreGive Them The 1 Percent For Customer Service Excellence
I was staying in a small hotel in Tokyo. My seminar would begin early the next morning, and the venue was an hour away.
... Read MoreImprove Customer Experience With The Words You Choose To Use
I choose words every day. When speaking, writing, requesting and deciding, I use some words and not others. You do, too.
... Read MoreSmall Concerns Are Big Issues For Customer Service Quality
Dubai International Airport is one of my favorite airports in the world. It’s big, clean and exciting. But in such a terrific environment, little inconveniences stand out.
... Read MoreWhat’s In A Name? A Lot If You Need To Improve Customer Satisfaction Levels
Dubai Airport also has an official greeting service for arriving passengers called ‘Marhaba’.
... Read MoreListen To The Language To Sharpen Customer Service Skills
I called an electronics company last week to arrange repair of our television. The automated answering system offered these three options:
... Read MoreLittle Things Can Mean A Lot When Customer Service Improvement Is Needed
At the Westin Chosun Hotel in Seoul, Korea, the rooms are not large, but a few thoughtful touches combine to make a big difference.
... Read MoreDeveloping An Eye For Detail To Bolster Customer Service Quality
I flew Business Class on one of the world’s largest airlines and found myself in a chair padded for pleasure.
... Read MoreNever On A Sundae: Bend Inflexible Policies For An Instant Customer Service Improvement
I was passing through Kuala Lumpur International Airport (KLIA) in Malaysia, returning from a live web-cast presentation on a new e-learning channel.
... Read MoreBeta Isn’t An Excuse For Poor Customer Experience Management
I recently heard a technology presentation from a young but experienced CEO of a big ‘clicks and mortar’ organization.
... Read MoreProvide Customer Service Excellence To The Ones That Get Away
Ever worked hard on a proposal and not been awarded the contract? When it happens to me, I say ‘Thank you’.
... Read MoreMixed Messages Do Nothing To Improve Customer Loyalty
We were visiting in Gisborne, an attractive small town near Melbourne, Australia.
... Read MoreYour Customer Service Quality Is As Good As Your Weakest Link
I flew to Fiji from Singapore via Australia, requesting vegetarian meals throughout. But not a single vegetarian dish was provided.
... Read MoreKeeping High Tech, High Touch To Keep Customer Service Skills Sharp
Years ago, the popular website at www.RonKaufman.com was upgraded to more powerful servers.
... Read MoreThe Cheesecake Of Tomorrow Reveals Need For Better Customer Service Training
At an elegant resort in Mauritius, the dessert menu was rather sparse. One customer asked the waiter for ‘The Special Dessert of Today’.
... Read MoreThe Power Of A Pregnant Pause To Improve Customer Satisfaction
The busiest maternity hospital in the world is my client. They were once listed in the Guinness Book of Records for ‘most babies delivered in one year’!
... Read MoreGive Yourself A Vigorous Visual Audit To Improve Customer Experience
I recently visited my university alma mater in the United States.
... Read MoreMoments Of Impact Improve Customer Loyalty
Moments of truth are all those times when customers experience and evaluate your service. Work hard, do a good job, and
... Read MoreImprove Customer Experience By Ditching ‘Trainee’ Badges
One customer complained when served by a ‘Trainee’ at a five-star hotel. If served by someone not entirely
... Read MoreYou Have Leverage. Use It To Improve Customer Service Quality
I spoke to 1,200 police officers about delivering security and high quality service.
One officer asked: ‘In this city there are 3,000 police
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