Customer Service

Complaints or Compliments

Posted by on Apr 12, 2013 in Challenge Yourself, Communication, Customer Service, Engagement, Just Because, Leadership | 0 comments

Both complaints as well as compliments get shared, repeated, and acted upon. As a customer, you can choose to register a complaint if you are dissatisfied. But how about you develop a “hair trigger” for dropping compliments when service delights you?

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POOF! You’re Invisible!

Posted by on Apr 10, 2013 in Challenge Yourself, Change Management, Coaching, Communication, Customer Service, Engagement, Happiness | 0 comments

Today, organizations employ PROBLEM SOLVERS like customer service representatives, mediators, human resource professionals, and arbitrators. All of these roles provide solutions. But a COMPLAINT DEPARTMENT offers only a place to complain, vent, whine, point the finger, belly-ache, and play the victim. Unless your actual job entails spending the day listening to coworkers gripe, here’s what I’m suggesting…

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Ritz-Carlton Engagement on a Ritz Cracker Budget….

Posted by on Jul 24, 2012 in Customer Service, Engagement | 2 comments

You don’t have to have a Ritz-Carlton budget to create Ritz-Carlton customer engagement levels. You can’t expect your employees to treat customers like “Ladies and Gentlemen” if you treat your employees like deadbeats and dirt-bags. Three no-cost employee engagement tips for leaders!

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If You Were the Owner…?

Posted by on May 10, 2012 in Customer Service, Engagement | 0 comments

If you’re a manager, do more than ask your employees to comply to product standards and protocols. Ask each of your employees to find a special, unique way to engage the customers and create positive memories.

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Bad Haircuts and Bad Customer Service

Posted by on Apr 18, 2012 in Customer Service, Engagement | 0 comments

Imagine if you were to enter into a relationship with your employees at work by which employees would interact with their customers with the same level of enthusiasm, passion, and engagement that you gave to your employees. By the way: THEY DO!

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Strength-Based: One Man’s Trash…

Posted by on Mar 29, 2012 in Challenge Yourself, Customer Service, Engagement | 0 comments

  Years ago I ate at a restaurant in Albuquerque, New Mexico, where I saw a giant cork board made from a scrap of wood and wine corks. The wood was rough, and the corks were just the typical variety that came out of bottles they opened at the bar; but when an artist combined those worthless elements together, they formed an intricate, one-of-a-kind piece of art on par with a quilt or a piece of stained glass. The French have a word bricolage, which loosely means to make creative and resourceful use of whatever materials are at hand (regardless of their original purpose). In English, we...

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