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There is No Room for Employee Shaming in Customer Service
A recent news story caught my attention regarding a sign posted at a Taco Bell storefront location in Fairlawn, Ohio, admonishing its employees. While I do advocate for corporate transparency in order to keep customers well informed of serious issues that affect...
Orthopedic Doctor’s Office Visit: let’s talk about painful customer service
A colleague recently relayed the following story about his last doctor’s appointment. Real World Story: “At my last orthopedic doctor’s appointment, I was left waiting for more than two hours to see the doctor. I received no apologies for the long delay—which I would...
Tips from a “Mystery Shopper” Experience for Great Customer Service
I recently went on-site at a mystery location to evaluate their level of customer service. Real World Story: Not long ago, one of my clients hired me to evaluate how all departments at their winery resort treats its customers. The results were quite positive....
Wishing You a New Beginning in 2020!
The end of 2019 marks an opportunity for a new beginning, so may we look forward to 2020 with hope and anticipation for the very best in others and in us. And may we look back to 2019 with gratitude for our blessings and with appreciation for the lessons learned from...
Hilton Buddy Makes for a Memorable Customer Service Perk
Real World Story: I recently stayed at a Hilton property, and an unexpected service perk I received was quite the memorable experience that I will not soon forget. This got me thinking about what we in customer service can provide our customers to show them our...
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