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...
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.”...
You enter a restaurant for the first time. You look for a human or some sort of sign to tell you to wait or to be seated or to seat yourself. Instead, you are greeting by a void of uncertainty. Is anybody there? Real World Story: I cannot explain why the above...
A colleague recently relayed to me a story that floored me, to say the least. Real World Story: My husband recently passed away, and I had the daunting task of having to move and cancel and transfer various utilities and home services. Unfortunately, many of our...
When you interrupt a customer, then you have probably lost your patience. When your body language and facial expression become rigid, then you have probably lost your patience. When you get angry with a customer, then you have definitely lost your patience. Real World...