There are as many definitions of “customer service” as there are customer service books and gurus. And, while there is no single correct definition, I would like to submit mine for consideration: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.
Last week, I presented during a conference that was held at a full-service hotel in Denver. My contact at the event mentioned that, earlier that morning, he discovered the iron in his room was not working properly. He called downstairs to request a replacement iron and was told one would
Having presented hundreds of customer service seminars to thousands of people over the years, I have identified three common questions that I tend to receive from audience members. These questions, and others, have been answered in my new book, Delight Your Customers: 7 Simple Ways to Raise Your Customer Service
I recently called a local fence company to inquire about replacing the fence on the western side of my yard. Although I called during business hours, I received a recording. Rather than leave a message, I chose to send an email to schedule an estimate. Later that same day, I
The following is a guest post by Chip Bell. Chip’s latest book (with Marshall Goldsmith) is Manager as Mentors: Building Partnerships for Learning. There is a really big difference between genius and smart. I traded in my flip phone and Blackberry for a brand spanking new iPhone at my neighborhood
Yesterday, my family and I dined at Red Robin Gourmet Burgers in Littleton, Colorado. As is consistently the case, we were seated right away, our server was cheerful, our orders were taken promptly, and our meals were excellent. All that remained, was for our server to present the bill and
The Revelation Conversation is Here!
