Archive for the 'Customer Service' Category

Mar 16 2016

Mending Fences

Popes, politicians, powerful executives, professional athletes…you and me. All human beings need to learn what it takes to offer to others the “most graceful and profound of all human exchanges…” a true apology.

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Mar 09 2014

The Happiness Advantage

What if you could improve your productivity by 30% without sacrificing happiness? We’ve been told that if you  have a good work ethic and work really hard,  you can be successful and then you will be happy.   New discoveries in psychology say this formula is backwards. If you reverse the order of the formula, you […]

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May 28 2013

Succeeding in Today’s Experience Economy

In their collaborative book, The Experience Economy: Work is Theatre and Every Business a Stage, authors Pine and Gilmore illustrate how the Industrial Economy supplanted Agrarian Economy—which in turn supplanted the Service Economy. Today, the economic offerings bar is once again, being raised. In this shift into Experience Economy, we find goods and services pose […]

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Apr 13 2013

Complaints are GIFTS!

THANK YOU! Thank customers who complain; their complaint is truly a “gift.” It’s easier to see complaints as gifts by considering what could have happened: • The customer doesn’t complain but takes their business to your completion. • The customer talks to coworkers, family and friends about your business. • Posts their complaint on the […]

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Feb 22 2013

80/20 Rule of the Vital Few

Imagine your overall effectiveness if you reduced your tasks to 20% of your normal work load. Choose the right 20%, your productivity and effectiveness could actually increase! It’s called the 80/20 Rule. In 1906, Italian economist and sociologist, composed mathematical formula describing Switzerland’s dis-proportioned income distribution. Pareto observed 20 of the population held 80 percent […]

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Feb 08 2013

Court Your Customers

Attracting, Delighting, and Retaining Customers Is Like Courtship

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Jan 29 2013

Bridging the Service Gap

How to bridge the “service gap” when customers and employees live on opposite sides. Service Circa 1968’s In my childhood memories, my mother pulls up to the gas station. A man dressed in a crisp uniform jogs to the driver’s window. “Fill ‘er up?” he asks politely. “Regular or Ethel?” That same uniformed service professional […]

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Dec 10 2012

Serve Like Santa

Serving Like Santa is Always in Season. Serving with a spirit of genuine appreciation; creating moments of magic and wonder; and making customers feel truly valued, never out of season.

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Nov 15 2012

Better Way to Buffet

Published by under Customer Service,Meetings

Truly a Balancing Act Lingering in a single line, you serpentine the room; you precariously balance your plate while holding your utensils. Miraculously, you manage to use both hands to transfer your food. Add your hot beverage to the balancing act, warily winding back to your table. Oops, you missed the butter! Buffets are a […]

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Sep 29 2012

Listening with Heart

We hear with our ears. We listen with our hearts. In Chinese, four characters create the active verb “to listen,” ears, eyes, undivided attention, and heart. If one essential element is missing—you aren’t really listening. Some people are hard of hearing. Hearing involves perceiving physical vibration of sound waves on an eardrum. Hearing happens unconsciously, […]

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