I just got off the phone with a representative of my cable company and said “Wow”! That doesn’t occur often, but here is what happened. I had a situation that needed human discussion, but dreaded the phone lines and wait; however, I was pleasantly surprised when I quickly got right into a cable representative. His […]
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Tis the season for shopping and some companies are building up that customer loyalty better than others. One store stands out amongst all the others.  Free Fly Apparel is a company that sells clothing made out of bamboo. Not only are their products outstanding quality and fit, but their customer service is superb. Combining a […]
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The most important point of contact you have with a customer is in the first few seconds of engagement. This contact sets the tone for the rest of the entire interaction. Think of when you go to visit a best friend after a long absence and you are so happy to see each other. It […]
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  Chick-Fil- A knows it’s the little things that build customer loyalty. So, they have created a new advertising campaign promoting the little things they do to show they really do care about their customers.One ad is about a Chick-Fil- A employee who saved the $3.00 change that a drive -up customer forgot to get […]
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Last week I was working on a large university campus training internal managers to become trainers of a customized 3 hour staff workshop on Service Excellence. This was the culmination of several months of prior work that involved developing a Service Philosophy and Service Standards, creating a Service Excellence Team, and conducting Manager Workshops. The […]
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1. Share their vision of Service Excellence for their dept/division and their belief in the organization culture at all opportunities. 2. Show enthusiasm and energize others with their commitment to Service Excellence. 3. Exhibit a sense of urgency in achieving goals and objectives. 4. Encourage teamwork within their department and throughout entire organization to accomplish […]
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  When you are as successful as Amazon and you have just bought another successful organization called Whole Foods, you become a force to be reckoned with by all the competition. What are the best in the respective industries now going to do to stay on top? Three critical customer service areas have been identified […]
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