Customer Service

Earlier this year I had the wonderful opportunity to work with Verizon Wireless in their call centers. Their goal is to answer the phone within a surprisingly short period of…

Speed has become a differentiator between great service and even greater service. Speed and quick response need to somehow be integrated into virtually every business. People want things fast.

This may seem like a rant, because it is. The other night I was out with my wife and some friends for dinner. It was taking a very long time…

I’m sure you’ve gone to a restaurant and had a wonderful experience, not just a meal. You may have even used the words, “I had a great experience.” Anybody can…

Recognize that your business might be a commodity. Are you shopped by price?  That is a strong indication that you are caught in the commodity trap. Does your service strategy…

Some of my clients ask me if there is one simple thing they can share with their employees that will make the biggest impact for better customer service. This is…

As we strive toward greatness in the area of customer service and relations, here are a few more simple strategies to deliver an even higher level of service. It all…

Business is kind of like dating. The first time you do business with someone is like a date. You hope they want to go out – or do business with…

It has been my good fortune to have been hired to speak to hundreds of clients with many, many different types of audiences. Most of these clients understand that customer…

Companies love it when they receive appreciation letters about their employees, their products and the customer service they deliver. If you love what a company or individual has done, write…