“How do we sustain the change?” It’s one of the questions our clients ask a lot. Once we roll out customer service training, how do we sustain the change and ensure it doesn’t become the flavor of the year. Yesterday, I sat with the Training Specialist of one of our long term clients. We were
Customer Delight: 3 Solutions to Help You Create Raving Fans
Do you and your team want to create customer delight? Do you want to engage your team to roll out the red carpet for your customers? Is it time to tap into the link between sales and service? If you answered yes, then we have a program for you! First of all, watch this video
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,
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
The Good Job Challenge: Peer-to-Peer Recognition
When was the last time you told your co-worker they were doing a good job? Often when we think about employee appreciation, we talk about it in terms of manager to direct report. However, peer-to-peer recognition can also help people stay motivated and focused on common goals. The good news is…. Peer-to-Peer recognition isn’t difficult.
Internal Customer Service: Part Two
In my last post about internal customer service the focus was on managers. In this post we’ll focus on delivering better customer service, co-worker to co-worker. The best workplaces are filled with people who support each other towards the achievement of common goals. “If you’re not serving the customer, your job is to serve someone
Internal Customer Service: Part One
We all know it’s important to roll out the red carpet for our customers, but what about our employees and co-workers? Delivering great internal customer service is critical if you want to ensure the long term success of your efforts to improve the client experience. Remember… Your customer service is only as good as your
Meet Our Countess of Curriculum Chris Perillo
Build a Culture of Exceptional Customer Service and Get Your Employees Excited!
It’s no secret that companies whose people provide consistently exceptional customer service have the competitive advantage. Customers have louder voices and more choices than ever before and it’s easy for an upset person to rant online and/or simply take their business elsewhere. The problem is how to you get your employees excited about rolling out the
Organizational Change: Is it time for a Customer Service Reset?
When engaging your team to deliver consistently excellent red carpet customer service, it takes more than a program. It takes real organizational change. Which is why it’s no surprise that our clients are always asking, “how do we sustain the change?” You know the drill. Every year you look for a new “program” to focus
