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
Two weeks ago we received a late spring snowstorm that left several inches of snow on our back deck. Because my teenage son was hosting a prom after-party that evening, I approached him at 2:30pm and asked, “Why are you gaming? You have pictures at 5:00 and you’re hosting a
In May I read the 2017 Qualtrics Hotel Pain Index Study, made some notes, and had every intention of writing a June blog post in response to the study. In my defense, that was about the time that summer break began for our four children. So, without further ado… The
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 an industry thought-leader. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that
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
Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward
Martin Luther King, Jr., said, “Everyone has the power for greatness, not for fame, but greatness, because greatness is determined by service.” To deliver service heroics is to go the extra mile, to go above and beyond what a customer might expect given the employee’s job role. In short, it’s
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 guests like nondescript masses of humanity: processing them, each one like the last one, at various entrances before ushering them past overpriced concessions en route
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
The Revelation Conversation is Here!
