Category Archives: Customer Service

Employee development – Day One – Discretionary skills

DAY ONE  I tell my college students that whatever their level of skills may be is okay by me.   My role is to help them:  identify and build on their strengths, improve their thinking skills,  and gain confidence in their … Continue reading

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Oh those First Impressions!

BUSINESS IMPRESSIONS When you attend a training conference, or go to a Chamber of Commerce meeting, or join a business discussion group  – you expect your colleagues to act and look “businesslike” and professional. The conference attendees may be from … Continue reading

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Business Decisions are Rooted in Values

You may not agree with the Fortune editors’ selections on The Greatest Business Decisions of All Time (Title of their 2012 book ) but you will certainly find the proverbial food for thought.  What struck me, as I read the stories, … Continue reading

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Collaborating – The Ben & Jerry’s Way

Who but Ben & Jerry’s — that hippie ice cream maker in Northern Vermont — would bus sixteen customers to their manufacturing plant to show these customers how they fixed their complaints.  BUT, that was not enough.  The plant managers … Continue reading

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Collaborating with Customers

Today’s  Customers: Trained to Collaborate! The Do-it-yourself ness of the Digital Age, where customers enter their info, choose services, and pay on the spot, has changed customers’ self  perceptions!  It affirms the belief that their needs and viewpoints are critical … Continue reading

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Stop the Noise & Listen to Me

As I wait for the final edit approvals for my book The Moment of Goof – Customer Service in the Digital Age, it dawned on me that in the end what customers everywhere were really saying was “Listen to Me.” … Continue reading

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The Mistake of Being Nice

Ask a service person “What is the most important aspect of the job?  You will hear:  “Be nice to my customers.”           In my customer service training sessions, my participants share frustrations when ‘being nice’ didn’t  work.  Nice did not … Continue reading

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