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The Twelfth Day Tip: Share advice and give tips. This last of my Christmas customer service tips comes as we get closer to the actual day. Customers in any kind of business are starting to get feelings of more urgency and many times more pressure. “How do I make this the best holiday ever?” is […]
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  The statistics that one customer who has a poor experience will tell 9 or 10 others is long gone in today’s world. Today, that customer can tell millions of other potential customers through various forms of social media. Therefore, negative reviews must be addressed quickly.  Don’t ignore. The best way to handle them is […]
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Customers of WestJet Airlines, a Canadian based airline, received a most memorable WOW this Christmas season. And what’s interesting about the story, is that the employees appear to be having as good a time in creating the WOW, as do the passengers who are the recipients. See WestJet Airlines youtube. This is what great customer […]
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A name is just a name, unless its your name! Over seventy years ago, Dale Carnegie wrote the best seller “How to Win Friends and Influence People”. It was translated into 28 different languages for countless thousands of readers. One secret he shares is that the average man is more interested in his own name […]
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Our economic downturn has forced us to examine many of our institutions and several of them are getting failing grades. While Wall Street, banks, and our regulatory agencies are rightfully catching most of the heat, our colleges are not looking too good under renewed scrutiny. Less than 60% of entering freshmen will graduate from 4 […]
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What better time than Valentine’s Day to let your employees know how much you love and appreciate them. Without them, where would you be with your customers? There is a direct correlation between excellent internal customer service and excellent external customer service. Here are some suggestions: 1. Send a handwritten note. Supervisors can send them […]
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