I’m reading a lot about how COVID-19 is going to irrevocably change customer service and customer experience. There’s no doubt that things will change – are changing – in the near term. And after the virus has passed, we’ll continue to see masks worn voluntarily on airplanes, public transportation, and
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in place, including: social distancing in the office requiring patients to call from the parking lot to ascertain whether or not there was room in the
Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who has ventured into an airport on December 22, you’re all too familiar with the long lines, delays, and various other inconveniences and setbacks that accompany
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by saying that it assumes CSRs already possess a positive attitude and a willingness to expend discretionary effort in the moment of choice. If they lack
My next-door neighbor, Behzad, has an interesting story. Although he was born in San Antonio where his father was stationed in the Army, his family returned to their home country of Iran when he was still a baby. In 2006, at the age of 25, he returned to the U.S.
November has been a hard month for me healthwise. Every October, I dutifully schedule a flu shot. Most years, that’s sufficient and I’m generally flu, sore throat, and cold free throughout the winter months. This year, beginning the week of October 20, I developed a chest cold that escalated to
As I type this, my Goldendoodle, Nugget, is recovering from shoulder surgery at a nearby animal hospital. His procedure was complex and required him to be left at the clinic all day. While Nugget was in surgery, I went to my local Chuck & Don’s Pet Food store to pick
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,
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
Proudly sharing Steve’s vision of delighting customers: Digital Opera
The Revelation Conversation is Here!
