With Halloween approaching, lately I’ve been thinking about ghouls, goblins, and things that go bump in the night. While carving a pumpkin over the weekend, my mind wandered to a memorable ghost story and the elements that made it special. As I recalled these ingredients, it occurred to me that
Last week I spent some time on the phone with Alyson from Assistly, Inc. During our call, she provided me with some background information about the company, its purpose, its clientele (which includes Twitter), and what’s coming next… Here’s a quick summary: Assistly is a hosted customer support platform for
Borrowing inspiration from Stephen Colbert, I’ve titled this post to point out the insufficiency of conclusions that have been drawn by me and others as they pertain to the art and science of customer service. Customers are moving targets in terms of needs and preferences and their sophistication increases exponentially
I know I’ve done it. I acknowledge the importance of flossing and commit to my dentist that I’ll floss twice daily over the next six months between cleanings. Then, as my appointment nears, I’ll realize how inconsistent I’ve been and make a special effort to floss in the days preceding
Over the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more often than not, their passion had little to do with their job roles. Many described their jobs as boring, routine, and monotonous. These conversations have
The other day I took a cab from McCarran International Airport in Las Vegas to my hotel on The Strip. About 10 minutes into the drive, I struck up a conversation with the cab driver about the purpose of my trip—to speak to an insurance group about customer service. He
Last week, I delivered the opening conference keynote address for an insurance association at The Mirage Resort & Casino in Las Vegas. The topic was customer service and one of the behaviors I highlighted was to express genuine interest in your customers by, among other things, engaging them with questions.
Earlier this year I stayed in a New York City hotel where I was scheduled to deliver a presentation on customer service. Shortly before my talk, I met the hotel’s beverage director who asked if I had any feedback for him pertaining to the hotel’s food and beverage outlets. I
The other day at Kohl’s department store, I observed three separate customers pull into and then immediately back out of one of two parking spaces located near the store entrance. While both spaces were available, they had been reserved to accommodate the store’s Super Stars of the Month. In each
The Revelation Conversation is Here!
