Last week, I attended the U.S. Open in New York. While at Louis Armstrong Stadium, I encountered two stadium attendants: one who understood that his role was to serve spectators and another who viewed himself as an enforcer of stadium rules and tournament protocol. The first attendant, I observed smiling,
Last year I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces in trying to raise the level of service at his restaurant. One frustration he disclosed was the inability of his staff (with the exception of one
The following is a guest post by Chip Bell. Chip’s latest book, The 9 ½ Principles of Innovative Service, uses stories, anecdotes, and quotes to inspire and instruct. If you’ve gotten to know Chip through one of his previous books or by attending one of his seminars, then you’re familiar
Earlier this year, I read a book by a colleague of mine, Jeff Toister, titled Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. As the book’s subtitle suggests, Jeff explores common obstacles that prevent customers from experiencing exceptional customer service: broken
This post is the seventh and final in a series that has fully explored the definition of customer service offered in an earlier post. Too often, customer service is viewed as a department, a designated employee’s job role or, someone else’s responsibility. Because of this limited view of customer service,
This post is the sixth in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer service is viewed as a department, a designated employee’s job role or, someone else’s responsibility. Because of this limited view of customer service, many employees
This post is the fifth in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer service is viewed as a department, a designated employee’s job role or, someone else’s responsibility. Because of this limited view of customer service, many employees
This post is the fourth in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer service is viewed as a department, a designated employee’s job role or, someone else’s responsibility. Because of this limited view of customer service, many employees
This post is the third in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer service is viewed as a department, a designated employee’s job role or, someone else’s responsibility. Because of this limited view of customer service, many employees
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