Employee Engagement

Five Ways to Improve Customer Service Starting Today

February 11, 2011

There are substantial benefits for companies that improve their customer service. The good news is you don’t need to spend a lot of money to start making improvements in your customer service. You can make customer service improvements starting today. Here are some specific suggestions to get you started. 1. Improve People Skills To deliver [...]

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23 Ideas to be a better boss

March 30, 2010

The only way to have a healthy, sustainable business is to be a good leader for your employees. You need them to run your business, so the success or failure of your business comes from how well you take care of your staff. If you take care of your employees, they will take care of [...]

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Use customer service standards to engage customers and employees

February 24, 2010

A while ago I was engaged to do a customer service seminar for a city. One of the things they wanted to talk about was establishing customer service standards. So I began a search for other cities that had already established customer service standards to see what their experience had been. My first search in [...]

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Ask your customers these three questions…

December 3, 2009

Here is your Daily Dose of Amazing Service: Ask your customers these three questions… And here are some additional thoughts on this topic… Our customers know our businesses better than we think. And it makes sense. We’re in business to help them. If we don’t our business will fade away, as it should. Their experience [...]

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To Improve Customer Service, Find a Role Model

October 23, 2009

It makes sense that if you improve customer service, you will increase customer loyalty. But improving customer service is not necessarily easy. It takes more than a seminar or a motivational speaker. It takes effort and time to make a sustainable improvement in the level of service you deliver your customers. Not long ago I [...]

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Get everyone involved in customer service

September 30, 2009

Here is your Daily Dose of Amazing Service: Get everyone involved And here are some additional thoughts on this topic… Jan Carlzon, former CEO of Scandinavian Airlines said: “If you’re not serving the customer, your job is to be serving someone who is.” It’s one of my favorite customer service quotes because it reminds us [...]

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Seven steps to more customer referrals

September 22, 2009

One of the best ways to increase revenue and profits in a tough economy is to get more new customers who are already sold on your product, service or brand. These customers can be hugely profitable because they require very little marketing or sales costs. By the time they reach your door they have already [...]

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Four Things Airlines Can Do to Improve Customer Service

February 3, 2008

Poor customer service from airlines is legendary. It’s cliche. It’s so common that when we do get great service we feel like we’ve won the lottery, if only for a moment. But it doesn’t have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do [...]

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