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Face-to-Face Customer Service in the Age of Coronavirus
As COVID-19 continues to spread, it’s difficult to maintain our usual face-to-face approach to great customer service, especially for those of us who work in the medical field. A colleague told me the following story. Real World Story: “Today I went to physical...
How to “Fake it till You Make it” in Customer Service
A colleague recently relayed the following story about a local grocery store chain that is taking its customer service to the next level, but it seems not every employee is yet 100% on board with presence and follow-through in an attempt to “fake it till you make it.”...
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....
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