This is the second post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the first post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large tour group just arrived at your hotel or restaurant, or you’re short-staffed due to job vacancies, call-offs, or lean scheduling, and a line is forming… In
Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has systemic, unresolved issues, problems and misunderstandings are exceptions. By definition, exceptions do not conform to the general rule. This makes them infrequent. That’s why
From time to time, seminar participants ask me, “What’s the best way to deal with difficult customers?” My standard answer is: “They’re only difficult if you’ve labeled them that way.” I prefer the adjective “discerning” in place of “difficult.” Consider the definitions of each: Discerning: noting differences or distinctions; exhibiting
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,
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,
The Revelation Conversation is Here!
