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Every time a customer interacts with your organization, an impression is formed. These interactions are opportunities to elevate your customers’ experience from the ordinary to the extra-ordinary. A Service Map is a tool to reinforce looking through the lens of the customer mindset, but also a tool for making organizational processes more customer-friendly. It should […]
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If you want to increase customer service with your end customer, it is important that everyone in your organization starts to think of themselves as customers and suppliers to each other within departments. For example, in a manufacturing company, Operations is a supplier to Packaging, and Shipping is a customer of Packaging. In a university […]
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      Mid-January is here. The holiday wrappings are cleaned up, the decorations are down, and everyone is getting all geared up again at work. It’s time to start meeting those strategic initiatives that were identified in 2015 to be indicators of a successful year ahead. As everyone hunkers down and employs tactical approaches […]
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Teri Yanovitch  Speaker, Author, Consultant  407.788.7765   How to Keep Your Students from Leaving.  Teri Yanovitch, speaker, author, and former Disney trainer, teaches the keys to upgrading higher education customer service. If your institution wants to stay on the leading edge of student choice, her firm will help you identify opportunities to enhance the student experience. […]
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Measurement is all around us. Everywhere we turn, we see clocks, thermometers, gauges, charts and other ways to take and communicate measurement. Why? Imagine what it would be like without measurement. We would have to guess about when to leave for work, when to turn off an oven, or when to fill our cars with […]
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What is customer service presence? It is when the customer has the perception that the employee truly cares about them, their needs, and their desires. It is when a customer trusts that the employee is doing everything they can to help them. Customer service presence is portrayed through these three aspects: 1. Physical Presence: Customers […]
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Everyone comes to the job with a different definition of what makes great customer service. It is management’s job to define clearly what great service is to their business. Courtesy is #1. For world-class courtesy: a customer is looking for the use of exceptional manners, as interpreted from their perspective and to exceed their expectations. […]
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A wonderful technique that I picked up from the newsletter of my friend Wendy Leebov’s, Heartbeat, that she uses to enhance the communication and emotional connection between nursing staff and patients is called CUS. CUS is an acronym that stands for: I’m concerned…. I feel uncomfortable… I feel scared…. CUS* originated as a technique for staff to […]
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Customers don’t like to wait beyond the scheduled timeframe. If you tell a customer you will deliver something to their home between a timeframe – then make sure you can DO IT! 70% of adults surveyed by TOA Technologies regarding time spent waiting for in-home services and appointments said they would recommend a company simply […]
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