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
In last weekend’s edition of the Wall Street Journal, there was an excellent story about travel photography by Kevin Sintumuang, titled Snap Out of It. The gist of the article is that “old school” photographs (e.g., famous landmarks, generic landscapes, and buildings you can barely remember) are no longer engaging
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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