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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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  It’s almost Thanksgiving, a perfect time to thank your loyal customers. Loyal customers can mean a lot to your business. According to accessdevelopment.com a repeat customer spends 67% more than a new one. And it costs 6 to 7 times more to attract a new customer than to keep the one you’ve got. So […]
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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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Positive reinforcement is a powerful management tool to create employee loyalty. In fact, positive reinforcement is in the first four questions of the twelve that are used in Gallup surveys measuring workplace strength: 1. Do I know what is expected of me at work? 2. Do I have the materials and equipment I need to […]
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This summer the island of Nantucket wants visitors to have a really memorable experience of their island hospitality. Recognizing excellent customer service is a key factor in a visitor’s experience, the Nantucket Chamber of Commerce initiated a program for employees to be rewarded for going the extra mile and performing acts of kindness that will […]
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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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