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…
Leaving a Leadership Legacy
Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Early in my career I was so excited “to be considered for work” that I didn’t understand the importance of due diligence when connecting your brand with someone else’s business. In the context of my “goodness…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
