Customer service in the wake of COVID-19
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in
May 13, 2020
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In times of crisis, reaffirm your purpose
I suddenly have a lot more time on my hands. It’s made me think about how, as a customer service consultant, I can offer value
March 27, 2020
When values are clear, decisions are easy
Nearly every sophisticated organization has gone to great lengths to craft a mission, vision, or purpose statement together with a set of guiding principles or
March 24, 2020
In times of crisis, let values be your guide
By now, most of us have been impacted in some way by Coronavirus Disease 2019 (COVID-19). I worked in Boston last week where I met
March 11, 2020
A little “extra” can leave a BIG impression
Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to attract the attention of customers, pique their interest and curiosity,
January 27, 2020
Three Truths of Exceptional Customer Service
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a
December 31, 2019
Manage customer perception
Increasingly, travelers are reading hotel reviews before deciding where to spend their travel dollars. Research suggests that the average person reads about seven reviews before
November 29, 2019
Service is a principle, not a campaign
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I
October 8, 2019
Communicate On Purpose
Employees will only be aware of job purpose (as a relevant and credible dimension of their job role) if leadership and, in particular, their immediate
September 24, 2019
