Month: February 2016

5 Things Service Professionals Should ALWAYS Say…

Recently I created a blog and infographic titled “5 Things Service Professionals Should NEVER Say.” After those materials were published, a client noted that she hung the infographic in one of her break rooms, to remind her team of some “words to stay away from.” She then asked for a companion infographic on things that…

Service Professionalism – Neither Scripts Nor These 5 Gems

Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job was to “improve customer service by deploying employee scripts.” Given my naivete, I took to my task by researching the best available customer service programs. Ultimately, I purchased a boxed set…

Soliciting and Using Customer Feedback: Learning Without Annoying

Maybe it is an occupational hazard, but every time I receive service I make two rather important decisions: Does this company know how to “care for” my presenting need? Does this company “care about” meeting those needs?   I carry that evaluation process through every touch point with a brand including if/how they solicit feedback…

Trembling: Being Accountable to the Customer

There’s accountability and there’s ACCOUNTABILITY. Try this one on for size… Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? The “tremble effect” seems an apt description of…

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article