Category Archives: Customer Service Training
Five Ways to Create a Customer Service Culture
The reason an organization can deliver good or bad customer service comes down to one thing; what is happening on the inside of that organization. To sum it up in one word: culture.
Four Valuable Customer Service Lessons We Can Learn From the Airlines When discussing customer service, I don’t like to pick on the airlines. Their shortcomings are obvious. Yet while I may encounter that curmudgeon at the ticket counter or that … Continue reading
Ten Compelling Reasons to Deliver anAmazing Customer Service ExperienceI love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages of delivering a great customer service experience. I came … Continue reading
What To Do When You Can’t Say YesShep Hyken – customer service motivational speaker, author, trainer, and expert – knows that saying “no” is usually bad for customer service. In one of his Shepard Letters, his monthly newsletter, Shep explains … Continue reading
Customer Service and Product Knowledge Training for Starbucks Doesn’t Cost. It Pays! Last week Starbucks closed down their stores – all of their stores in North America – that’s approximately 7,000 stores – for a three hour period. Why? Because … Continue reading
Lousy Rules – Lousy Decisions I’ve always been against a corporate rule or policy that punishes or inconveniences innocent or honest customers. Every once in a while I’ll hear about a policy that was made as a result of one … Continue reading
St. Louis Blues Hockey Organization Sets a Good Example I’m impressed with Dave Checketts, the new owner of the St. Louis Blues. For those who aren’t into hockey, this is a National Hockey League team that was just sold to … Continue reading
Don’t Bite Off More Than You Can Chew The other day I was at an airport and had time to grab a pizza prior to the flight. The pizza was supposed to be from a recognizable restaurant chain. While it … Continue reading
A Tale of Two Customer Service Reps
I just had a problem with my computer monitor. It intermittently was creating all kinds of interesting colors. As cool as it looked, it wasn’t good for reading what was on the monitor. I called the manufacturer, who is known … Continue reading
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