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
This post is the second in a series that will fully explore the definition of customer service offered in an earlier blog 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
In an earlier blog post titled What is customer service?, I offered an 18-word definition of customer service containing seven unique elements that we’ll be exploring one-by-one in greater detail over the coming weeks. Too often, customer service is viewed as a department, a designated employee’s job role, or someone
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.
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
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
I had planned to post a blog this week announcing that my new book, Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary is available in its Kindle edition as of Monday, May 13th. While I was thinking about the post last Thursday, I
I know what you’re thinking. Do we really need another customer service book? Before you respond, consider your last customer service experience at a supermarket, restaurant, post office, car dealership, or airport. How did it go? If research by the ACSI, J.D. Power and Associates, Bain & Company, and Echo
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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