The Customer Service One-Hour Sleuth
In my last blog post, I wrote about employees having the permission to discern when a policy needs to be broken. This week I want to write about giving employees the discernment to solve problems quickly, saving customers time and effort. A colleague shared a recent...
Customer Service in the Age of COVID-19
Sometimes a customer service mishap is so ridiculous that it’s difficult to believe, especially in the age of COVID-19. A colleague recently shared the following story with me. Real World Story: I’ve been stuck at home for what now seems like an eternity, and I’ve...
Be Careful of Judging People
Have you ever been treated differently because of your appearance? Good or bad? Well guess what? So have your customers. It’s hard NOT to judge but it’s essential in delivering an extraordinary customer experience. If you do this right, you WILL surpass...
Delivering customer service as a team experience
I often write about the importance of consistency in customer service. And part of that consistency includes making sure that every single team member delivers service at the same high level. The following story comes from one of my colleagues. Real World Story: I...