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…
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…
The SDI’s of Millennials
In the 1950’s, a number of ministers and politicians railed against the “evils of rock and roll” and implied that the youth of the day were adversely affected by the insidious nature of the music. Despite that music, most of us who lived through the 1950’s and 60’s did so without too much lasting damage.…
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