I’ve noticed a trend lately. The companies that hire me to help with customer service are ones that already have great service. When you think about it, that makes perfect sense! When an organization’s leaders believe in and understand the importance of proactively...
No organization can thrive if it doesn’t communicate effectively with its employees or with its customers. Internally, without communication, staff members make up stuff, which feeds into gossip, which turns into negative rumors. This in turn, creates bad morale,...
It’s interesting. But if a willing and able customer wants to give you money, take it! Since my last blog post about not getting service providers to return email requests, I’ve had THREE people from three different parts of the US tell me of similar situations. Real...
I’m sad to report yet another BAD customer service story from my friend D.D. Daruvala in Singapore. Real World Story: “Customer service in Singapore is going down the drain. For my Dad’s Birthday last night, the whole family went to a 5-star hotel to celebrate....
I’ve been traveling the globe on business for more than 20 years. Occasionally, I will inadvertently leave something behind in a hotel room. Who hasn’t, right? And I’m almost always amazed—and annoyed—by the work that’s required on my part to get my item back. Real...