Is Your Business too BIG to fail with BAD customer service?
I recently read a news article about a survey in which 50% of participants said Walmart has the worst grocery store customer service of any grocery chain. And what was more interesting about the article was that Walmart knows it. The giant big box store relies more on...
How to Ensure that Your Service Reps Can Draw the Line with Abusive Customers
In my last post, I wrote about giving employees the breathing room they need to deliver exceptional service. But a recent article I read got me thinking about whether or not we give employees the same freedom to draw the line with abusive customers—and doing so in a...
How to Add Breathing Room to Your Service Delivery to WOW Customers
I often write about employees using common sense, creativity and empathy to deliver exceptional customer service. But, do YOU give your employees the breathing room to do just that, in order to WOW your customers? And what exactly does that mean? Real World Story:...
Southwest Airlines puts its heart into its customer service
When was the last time you put your heart into your service delivery? Maybe you bent the rules just enough not to break one, but enough to put your heart into delivering exceptional service that went above and beyond the call of duty. Real World Story: A colleague...