Blog

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 gutter mind. Let me explain. Ever since we moved to our new address in January, with annoying frequency our morning paper is tossed in the

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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 be decorated with “assorted flowers in her favorite colors of purple, blue, and turquoise,” when I stopped by to pick up the cake on Sunday

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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 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

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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 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

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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 participant suggested providing complimentary coffee in the lobby each morning as a way to pleasantly surprise hotel guests. In response to his suggestion, I overheard

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