Customer Service Standards
Do What's Required, Not Just Desired To Improve Customer Satisfaction
I was staying at a boutique hotel in London and brought a stack of books to the concierge. I asked the young man, ‘How much it will cost to ship
... Read MoreReal Professionals Provide Customer Service Leadership. Do You Add Up?
The customer was just leaving the service counter and said to the young man who had helped her, ‘You are a real professional. Thank you.’
... Read MoreImprove Customer Experience At No Extra Charge!
The extra mile doesn’t have to cost an extra dollar for your customer or your company. But going the extra mile can create
... Read MoreMeasure Customer Service Needs To Determine How Much Is Too Much?
People often ask, ‘What level of service should we strive to provide? Should we give “Unbelievable!” service if our customers are not willing to pay for it?’
... Read MoreIkea Turns Common Sense Upside Down To Demonstrate Customer Service Quality
At IKEA the furniture store, oversized umbrellas sit near the check-out.
... Read MoreMeasure Customer Value And Respond Accordingly
Remember the last time you were in a supermarket approaching check-out?
... Read MoreMeet Elvis, King Of The Road And Customer Service Education Teacher Extraordinaire
I had an amazing experience in a brand-new, all-white Mercedes taxi. But it wasn’t the car that impressed me – it was the driver.
... Read MoreImprove Customer Loyalty By Pointing Out The Better Deal
Have you ever referred a customer somewhere else because you knew they could get a better deal? Sounds crazy, but makes good business sense.
... Read MorePeach Pie With Your Scuba-Dive? Improve Customer Experience With A Little Surprise
Carole is a full-time employee, part-time photographer and an all-time scuba-diving fanatic. She moonlights on weekends with group charters under the sea.
... Read MoreStop Looking For The ‘X Factor’ To Improve Customer Satisfaction
Managers ask how to find staff with that ‘X factor’ for great customer service.
I say stop looking for
... Read MoreDo 'Captive Customers' Deserve Customer Service Excellence?
A government employee questioned whether my service teaching had any value for his department.
After all, he reasoned,
... Read MoreGet Yourself Spring-Loaded To Experience Customer Service Quality
An e-mail arrived with a fragmentary phrase that absolutely caught my attention. The writer referred to many upset customers
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