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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Incorporate essence into function
An observation: While employees consistently execute the mandatory job functions (duties/tasks) for which they are paid, they inconsistently demonstrate the voluntary job essence (service behaviors)
December 11, 2014
“But I do everything I’m supposed to do.”
Last year I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces in
September 5, 2013
Exceptional customer service is always voluntary
In an earlier blog post titled What is customer service?, I offered an 18-word definition of customer service containing seven unique elements that we’ll be
August 9, 2013
“But I do everything I’m supposed to do.”
Yesterday I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces in trying
May 18, 2012
Enough!
If you want to find out just how bad customer service is, go buy something. It hardly even matters where you go, who you call,
March 30, 2012
Provide the unexpected
This post is the tenth in a series that has identified 10 different obstacles that have emerged from my analysis of customer satisfaction data. Perhaps
December 16, 2011
