I saw a blog post a few days ago titled "Unexpectedly Awesome Customer Service from Brenthaven." It got me thinking in a new way about an old concept: customers' expectations about the kind of service they'll receive from a given company. As consumers, we've come to expect the quality of products to be truly outstanding, […]
I live in a beautiful south Florida beach town, but before you start sending me mental daggers, take note that it's mid May which means mid to upper 80's with daily tropical thunderstorms pumping up the humidity. Naturally, it's time for my HVAC unit to die. I've had field service technicians out three times in the last month to […]
Despite holding what must be one of the best management positions in the entire training and development industry, once a week I venture out of my office, put on a uniform and wait tables in a small, friendly restaurant in my neighborhood. Why? Well, it's not the money. As a volunteer, I actually don't even […]
"Do I really have to attend class? I already know how to help our customers." That's a question many people ask when they hear they have to attend a customer service class. Of course, many people may feel that they know how to help customers, but are they truly providing excellent customer service or are […]
Perhaps it takes an economic downturn…I mean readjustment…of the scale that we've had to realize just how important loyal customers are to a business. It goes without saying (but I will say it anyway) that without customers there is no business. But how much effort and emphasis does your organization place on getting new customers versus […]
“How do you improve service for customers?” Now there’s a topic that no one ever talks about, right? On the contrary, it seems it’s the focus of everyone’s attention – from the boardroom to contact center service managers and right up to service and support representatives. Improving service for customers is on everyone’s mind – […]
Nancy Lublin wrote a thoughtful column in the April issue of Fast Company, called Let's Hear It for the Little Guys. In it, she posts that we've overdone the whole leadership thing and "we're not spending nearly enough time crediting the folks who turn all that visionary stuff into tangible reality …" No foolin! Try […]
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