Last week I was interviewed for a customer service podcast. The host has authored several books on the topic and has an excellent reputation as an industry thought-leader. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that
Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward
Do you work hard? When questioned publicly, an overwhelming majority of us will respond that, yes, we work hard. I’m not sure what the percentage is, but I bet it’s close to the percentage of us who, in the presence of others, would claim to be excellent drivers who observe
Do you recall the last time you waited in a long line at the supermarket to buy a handful of items with no express lane or alternate cashier in sight? Chances are you scanned the visible personnel to see whether or not an employee might step forward and say, “I
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
Much is said about a company’s responsibility to create an environment that fosters an engaged workforce, one in which employees are fully involved and enthusiastic. And while it’s true that employers should treat their employees fairly, provide them with achievement opportunities, recognize their contributions, and promote cooperative relations with others,
Last week, my family and I visited my wife’s 90-year old grandfather in a rural Nebraska assisted living facility. Everett is remarkably lucid for a man his age. We spent time together in the receiving room and ate lunch outside in the garden before returning to his modestly furnished room.
Yesterday 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 elevate customer service at his restaurant. One frustration he disclosed was the inability of his staff (with the exception of one or two “superstars”)
This post is the first in a series over the next 10 weeks that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The first obstacle is apathy. Apathy
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