Archive for Leadership
Customer Service, Core Values, and Leadership – Walk the Walk
Here’s an excerpt from the action guide Creating a Customer Centric Culture that is soon to be launched. I’m posting this not only to get your feedback, but also because it is the crux of several conversations I’ve had with clients this week. We’ve been improving customer service training and focusing on customer satisfaction. It [...]
Top Ten List to Improve Customer Service and Satisfaction
Dear Customer Service Leader:
It’s us, your staff. You’ve been talking to us lately about how we should focus on improving customer service with our company. So, in order to do that, we’ve compiled a list of things that we need from you to help us deliver excellent customer service.
OUR TOP 10 WISH LIST TO IMPROVE [...]
Should Tiger Woods Contact Toyota to Win Back Sponsors?
Unless you’ve been living under a rock, you are most likely more than aware of the trials that Toyota has had recently in regard to their gas pedals. It has gotten so bad that they have stopped production of affected vehicles, had dealers in a “Stop Sell” mode, and have suffered financial losses as a [...]
Set the Expectation for Quality Customer Service
Dear Manager,
In order for us to better understand how to improve the customer service that we are delivering, we do need you to tell us and show us exactly what you would like us to do.
How do you want us to act? Is there a specific way that we should greet our customers? What are [...]
Dear Employer, Your Staff Has a Wish List…..
Dear Employer,
It’s us… your staff. You’ve been talking a lot about serving our customers well and doing everything we can to retain their business based on service. You’ve told us that we can differentiate ourselves from our competitors through service. Our customer service skills can certainly be fine tuned to make our customers fall in [...]
Guest Blog Post – The Customer Centric Leader
Guest Blogger – Jennifer V. Miller
Many companies aspire to customer service greatness, but few achieve it. Why? One reason is that it’s not part of the company’s culture. Oh, sure, it’s on banners in the break room and the company hired that fun inspirational speaker for “Customer Service Week.” But it’s not [...]
