Exceptional customer service doesn’t happen by chance; it happens by choice
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
January 23, 2017
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Delivering the sunrise
Last weekend I emailed the following complaint to the customer service department at The Wall Street Journal: Our Wall Street Journal delivery person has a
July 1, 2014
Why settle for processing guests when you can choose to serve them instead?
When is the last time you experienced exceptional customer service at an arena or stadium? In my experience, employees at these venues regularly treat event
June 11, 2014
Service so sweet…
My daughter turned nine over the weekend. To celebrate, I ordered an ice cream cake from Cold Stone Creamery. Although I had requested the cake
December 2, 2013
Inspiring performance in a unionized environment
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
October 2, 2013
Exceptional customer service requires extra effort
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
August 21, 2013
Exceptional customer service is not a zero-sum game
Last week, I delivered customer service training to the staff of a New Orleans hotel. During a table group activity midway through the class, a
April 2, 2013
