http://dennissnowblog.com Speaking of Service Excellence Wed, 03 Sep 2008 16:54:21 +0000 http://backend.userland.com/rss092 en Recently I spoke at a conference of the Travel Industry Association. I arrived a couple of days into the meeting and noticed a buzz going around about something that happened earlier. I caught snippets of the situation, but got the full story after my speech. During one of the meals on ... http://dennissnowblog.com/2008/09/03/appreciating-great-customer-service/ With such news headlines as "Odds of Recession Seen Rising" (Wall Street Journal Online) and "Consumer Crunch: The Day the Spending Stopped" (U.S. News & World Report), it's no wonder that so many executives are wearing long faces. Companies are filing for bankruptcy, or closing their doors completely, at an ... http://dennissnowblog.com/2008/08/27/how-to-create-%e2%80%9cwalk-through-fire%e2%80%9d-customer-loyalty-even-in-a-down-economy/ As a customer service speaker and author, I spend most of my time talking or writing about what organizations can do to be better service providers. In this post I thought I'd divert from my usual theme and spend a moment talking about a different, but certainly related subject. Being ... http://dennissnowblog.com/2008/08/21/being-a-good-customer/ I'm pleased to let you know that my new book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life, is now available. If you would like complete information about the book as well as ordering details, please visit www.LessonsFromTheMouse.com. If ... http://dennissnowblog.com/2008/08/19/my-new-book-lessons-from-the-mouse-is-now-available/ Many of you know that JetBlue, the discount airline, recently began charging $7 for pillows and blankets on flights over two hours. While they have received some negative press due to the move, I feel that JetBlue actually implemented the program pretty effectively by connecting the change to increased value. ... http://dennissnowblog.com/2008/08/14/customer-service-and-jetblue/ Yesterday I received an email from an employee of one my clients. The email shares a story of a recent visit to Disney World, comparing the experience to other theme parks. I thought it was a good example of how people make the difference. I'll share the actual email a bit ... http://dennissnowblog.com/2008/08/07/customer-service-the-disney-difference/ When I have some time in the office, I enjoy surfing the Web for customer service information and resources. Today I came across a resource offered by Kevin Stirtz, "The Amazing Service Guy." In a recent blog post, he offers a download, "213 Customer Service Quotes." You'll see the link at the ... http://dennissnowblog.com/2008/08/04/resource-for-customer-service-quotes/ There I stood at the counter, wondering why the customer service clerk didn't see me. I had the items I wanted to purchase on the counter, I had my wallet out; what I didn't have was the clerk's attention. He was busy filling out a form that I think had ... http://dennissnowblog.com/2008/07/31/eye-contact-the-window-to-the-soul-of-customer-service/ Assisting an organization with a customer service initiative (or any other organizational development project) can be very rewarding; especially when the leadership team is truly committed to long-term success. When everyone is involved and engaged, amazing results can be achieved. Getting everyone involved, however, can also cause mind-numbing frustration. Anyone who ... http://dennissnowblog.com/2008/07/29/when-good-projects-go-bad/ One of the blogs I regularly read is Customers Are Always, hosted by Maria Palmer. She just posted a great article, "Proactive Behavior: A Sign of Service Excellence," which was written by a guest contributor. I have experienced the situation the writer discusses (picking up the wrong bag at the airport), and certainly agree ... http://dennissnowblog.com/2008/07/24/proactive-customer-service/