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Best Practices in Service
Five Problems to Overcome When Building a Superior Service Culture
Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes:
How to Close the Gap and Capture Early Majority Supporters while Providing the Best Customer Experience
In my previous blog “Gaining Buy-In for Your Culture Change” I used a smooth bell curve to illustrate how leaders can systematically convert employees from …
Watch Customer Service Keynote Speaker Ron Kaufman interview LUX* CEO Paul Jones
Enjoy this wide ranging interview with hospitality legend and pioneer Mr. Paul Jones. Paul began his career as a hospitality student in 1965, worked with …
How customer service training helped Fiji Airlines achieve its highest profit and highest customer satisfaction
Fiji Airways’ highest customer satisfaction and profit score Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest …
Customer Focused Surveys: Six ideas to gain success, eliminate waste and increase customer value (Part One)
Customer focused surveys and other feedback mechanisms are commonly used to assess customer satisfaction and loyalty. In some companies, however, surveys can become entrenched and …
Say What? Five Quick Scripts for Responding to Customer Complaints
The last thing a customer with a complaint wants to hear you say is: “You’re wrong.” What they want to hear is that you understand them, appreciate them, and agree with them on the importance of the value they have cited in their complaint.
Why a Customer Service Revolution Must be Fast and Furious – Part One
You know you’ve got unhappy customers so you’ve decided it’s time to do a complete service overhaul. You’ve spent hours with your C-level executives crafting a strategic plan and making sure your i’s are dotted and your t’s are crossed. The idea is to roll out the new plan in one area of your company—for example, your call center—and get things under control there before you move on to the next department. Over time, as you get your strategy perfected and everyone buys in, you’ll surely reap the benefits. Makes sense, right?
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