When it comes to customer service excellence, approaching problems with a positive attitude can go a long way. One of my clients has a mantra: Always assume the best. So often we automatically think the worst of someone or assume the most negative of intentions. We anticipate what others are thinking and plan our “attack”
The term “The WOW Factor” in customer service can be daunting. But it doesn’t have to be. In a world where poor customer service is expected, it’s often the little things that elicit WOW’s from customers. As we discussed in a train-the-trainer program I led the other day, it’s about “making them happier than they
Culture, Change and the age of the Customer! While the theme was leadership, those 3 topics made up most of the conversation at the C-Suite Conference in Boston!! As a passionate champion of creating engaged employees and happy customers, it was heartening to hear the C-Level leaders of companies such as Sales Force, Dale Carnegie
Looking for some simple customer service tips that are easy to accomplish, but get great results? Keep reading. While we were on the film shoot last week, I was in charge of lunch. Not the biggest job on the set, but an important one. Since I was feeding my team, the actors and the crew
Writing this from Starkville, Mississippi where I’m on location for the filming of our very first Red-Carpet Customer Service Training Video, to become part of our training kit. I can’t begin to express how incredibly proud I am of the tool we’re going to have to help you train your team to roll out the
Here’s a recording of our webinar from February 3, 2016 – Red-Carpet Diem! Seize the Opportunity for Customer Service. Forgive the black screen at the beginning. We’re still working out the kinks with the software. The slides show up shortly after you begin watching.
I am beyond honored that 501 Ways to Roll Out the Red-Carpet for Your Customers is included in this distinguished list of the Top Ten Business Books from 2015. The list was compiled by my colleague Shep Hyken, and published in his Forbes column. I am a personal fan of Jeffrey Hayzlett’s book, Think Big, Act