Every week should be customer service week!
Customer Service Week (Oct. 3-7) is approaching and, since I work in the field, I suppose I should contribute to the conversation. Let me begin
September 28, 2016
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Hard data versus cute puppies
Yesterday, I received the message below in an email from a blog reader: Ever since I passed your blog to my store manager… I have
October 12, 2011
Sense of urgency
According to a recent Accenture survey of 7,000 people from 13 countries, significant gaps exists between what consumers want from their insurers and what they
August 2, 2011
Be nice
A few years ago, I was seated in the boarding area at Dulles International Airport awaiting my fate as a standby passenger on the last
July 25, 2010
Power to the people
It’s a shame when service-based organizations use safety, liability, and policy as justification for delivering average customer service. “Your safety is our highest priority” is
June 6, 2010
Problems may bolster satisfaction
Time and again research confirms that customer encounters in which a problem is resolved quickly and efficiently receive higher satisfaction scores than situations in which
February 8, 2010
I scream, you scream, we all scream for service!
Last night, my family and I visited one of those ice cream parlors that use a heated stone to meld together savory concoctions of an
May 7, 2009
