In today’s marketplace, customers have more choices and louder voices than ever before. Hence, customer satisfaction may not be enough. Instead companies are striving to create customer delight. However, before you can delight your customers, you may need to take a look at your internal customers. Want Customer Delight? Involve your staff. Today’s employees want to
Better Customer Service with a Simple Daily Practice
We’ve seen it work! In 15 minutes a day, our clients have achieved better customer service and improved internal communication. It’s a simple practice of having daily stand-up meetings with your direct reports. The purpose of these meetings is to inform your team of anything they may need to know to have a successful day,
Customer Service Skills Training: Partner Them Up
Hey everyone! I just came back from The Pines at Davidson, where I was working with people who are getting ready to roll out our customer service skills training to the rest of their staff. They are one of our Red Carpet Training Experience clients and we just finished up their Train-the-Trainer program, which means 14 of their
Train-the-Trainer: The Reviews Are In!!
Surprise and Delight: A Great Example
Surprise and Delight is a term used for adding the WOW Factor to your customer’s experience. When we talk about this in training, many people go immediately to gifting and gifts are a great way to surprise and delight your customers. However, it doesn’t always take money to make someone’s day! This story, shared with
Chris’ Training Tips: Debriefing Your Activities
In the last edition of my training tips we talked about the importance of setting up an activity. This time let’s go over the finer points of how to effectively execute an activity debrief. A debrief is a way of questioning participants to help them connect the dots between lessons and activities. There are a few
First Day At Work: Rolling Out the Red Carpet for Your New Hire
A red carpet reality is that your customer service is only as good as your least engaged employee. As a leader, you want to set the stage for high engagement on your new hire’s first day at work!! A 2009 study done by the Aberdeen group of senior executives and HR managers showed that from
Customer Service Skills Training: Chris’ Monthly Training Tips
Hi everyone! It’s Chris, Director of Training for Red-Carpet Learning Systems. Here are your March tips to help you with your customer service skills training. Your participants are in your training to learn new concepts, skills and behaviors so being able to effectively set up an activity, skill practice, reel play (role play) or discussion is
Talent Plus: A Great Company Culture and More
If you’ve read my book, 501 Ways to Roll Out the Red Carpet for Your Customers, then you know about Talent Plus and their great company culture. Talent Plus, Inc. is a consulting firm based in Lincoln, Nebraska, and with an office in Singapore, that works with leaders in a variety of brands to help them select
Read Business Books with Donna: Switch by Dan Heath and Chip Heath
This year I have challenged you to read 12 Business Books with me in 2017. The first of the series is a book I re-read and will probably re-read again. My first of the Business Books Challenge: Switch: How To Change Things When Change Is Hard by Chip Heath and Dan Heath Switch is hands
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