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Four Steps for Creating a Culture of Customer Service Excellence

In this video I describe four steps that I believe any organization can use for creating a culture of customer service excellence. Don’t let the simplicity of these steps fool you; they work!

If you receive my blog via email, you may need to click here to view the video.

Wow – These Jobs Are Hard!

Have you seen the television show, Undercover Boss? It’s a great show in which CEOs go “undercover” to work jobs on the front lines of their organizations, often with hilarious results.

Even if you haven’t seen the show, the following video shares some thoughts on the “real work” being done in any organization.

If you receive my blog via email, you may need to click here to view the video.

Be Good FOR Your Customer

Have you ever come across a statement or a question that absolutely spun your head around, making you look at things in a brand new way?

It happened to me yesterday. I was reading a blog post by outstanding customer service speaker and writer, Shep Hyken, in which he wrote:

“Don’t just be good TO the customer. Be good FOR the customer.”

My mind was reeling as I thought of the importance of that statement. Being good TO the customer is certainly important, and implies the application of sound customer service principles. Being good FOR the customer, however, takes the interaction way, way up the value chain. Being good FOR the customer takes thought and it requires treating the customer as an individual.

Here’s the link to Shep’s post – check it out: “Be good for your customer.”

Something to think about: Put a sign next to your phone, in your briefcase, in your office or cubicle, next to the cash register, etc. asking, “How can I be good FOR this customer?”