At some point in our lives, we’ve all had to deal with the rambler—the person who just won’t stop talking. When it’s an acquaintance or family member, we can probably just walk away; however, we can’t leave a customer dangling mid-sentence. We must be careful of our...
Want to know the secret to great customer service? Communication. Yup, it’s that simple. As customers, when we have a problem with a product or service, the last thing we want to do is to repeat ourselves again and again and again. Real World Story: My mother lost her...
Have you ever received excellent service from a company of which you weren’t even a customer? A friend told me the following story. Real World Story: “On the morning of our last day Harley riding across the USA, my bike stalled in the middle of a road and would not...
Can exceptional customer service be trained? Can you nurture service reps to care about your customers, or is caring a trait of nature inherent in some people and not others? We’ve all dealt with customer-facing employees who seem to not give a hoot about taking care...
Real World Story: So you’ve schlepped across the world in an airplane for thirteen hours. On arrival to your destination, you then schlepp your luggage around from service counter to service counter—from car rental place to hotel lobby to restaurant hostess station....
I have a question for you. Do you like to feel special or generic? When circumstances are favorable, most people will say ‘special.’ Then why do so many people insist on calling me ma’am when they full well know my name? Why? Real World Story: Can you relate to any of...
