I often encounter managers who rightly cite the importance of selection in building a staff of exceptional customer service providers. But many of these same managers bemoan the difficulty of motivating those tenured employees whom they inherited to provide the same quality of customer service. These managers often describe certain
Yesterday morning, I had a 10:00am appointment and left a few minutes early in order to mail a package at the post office. Since time was an issue, I was glad to see only one person ahead of me at the counter. As I waited, I overheard the customer talking
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
As a responsible consumer, before parting with your hard-earned cash, it’s important to determine whether or not the benefits of a purchase will outweigh its cost. If not, then you’re better off saving your money. For those of you who are considering the purchase of my new book, Delight Your
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