Speed and efficiency are important to delivering great customer service. But knowing who benefits from these time-saving strategies is even more important. If your strategies benefit you and inconvenience your customers, then you need to rethink what you are doing....
Last week, I shared a story from a colleague about customer service at Ralphs and Smart & Final. This week, I’ll share a follow up story with a surprising twist in outcomes. Real World Story: “So this week, I had a craving for homemade Mexican mole and cheese...
A colleague recently shared with me the following story as two examples of customer service at two major supermarket chains in Los Angeles County—Ralphs and Smart & Final. Real World Story: “I love to cook and bake. So I’m at the supermarket almost every day....
In August 2015, my husband bought me two rings for our anniversary. They didn’t fit, so I took them back within the 30 day period. However, they were not accepted because I didn’t have the receipt. (Of course I didn’t. They were a gift.) A few days later,...
Have you ever had a transaction go terribly wrong, yet a sincere apology would have gone a long way to making the situation a little better? Real World Story: As a customer service professional, what would you do in the following scenario: I order a book from an...
Suzy Garcia, Area 9 Governor of Toastmasters International talks about how much she really enjoyed Barbara’s presentation that included tangible tips and so much energy
