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Last week, I was scheduled for my regular 6 month teeth cleaning. I was reminded of this appointment with a call from Barbie, the receptionist, who confirmed the 10:50 a.m. appointment. No appointments are scheduled on the hour or half hour as the practice has found patients are more apt to remember and be on-time […]
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  Whenever I conduct a customer service workshop, one of the first activities is to ask the participants “what business are you loyal to and why”? The purpose is to get everyone thinking about themselves as a customer and what makes them go back repeatedly to a business. Inevitably, whenever I am teaching in Florida, […]
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When you think of Legos, most people think of “playtime”.   But to Jorgen Vig Knudstorp, the CEO of Lego, it’s a business.  And when he took over the company in 2004, it was a business that needed redirection.  Lego was losing $1 million a day and had overextended itself into categories outside of toy […]
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  Silos exist in almost every organization because every organization divides labor into departments. There is a natural defensiveness that encircles each department to protect the labor it produces. Three suggestions on how to break down silos: 1. Develop a unified vision. This vision should remind everyone of the true purpose of the organization. Every […]
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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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If you don’t have Service Standards, you don’t have consistency. Every employee will make up the behaviors they feel best fit the situation or the behaviors they have been taught to do in their last job that they were rewarded for. This may or may not be the right behaviors to represent your organization. Many […]
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In focus group discussions that I conduct at many colleges and universities to identify obstacles that prevent the delivery of excellent service, one of the most frequently mentioned is the presence of silos among departments. This is not only the case in higher education institutions, but also in many other organizations. Each department acts as […]
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  Creating a culture of service excellence is going to take more than teaching a few customer service workshops to your employees It will require creating an environment that supports the skills and tools training you give to your employees and putting systems in place that are key to defining your culture. It must start […]
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