motivation

Be grouchy on your own time

January 18, 2010

It’s not always easy to keep a good attitude and a smiling face when we’re helping our customers.  We all have many stressors that can get in the way of staying positive and friendly. It’s especially hard when customers are rude, inconsiderate or just plain ornery. Perhaps the hardest thing to do is to behave [...]

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Know your purpose

December 15, 2009

Here is your Daily Dose of Amazing Service: Know your purpose And here are some additional thoughts on this topic… I heard a segment on our local radio recently about more soldiers getting deployed overseas.  They interviewed parents and spouses and soldiers themselves. These situations are always hard but when they happen around the holidays [...]

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Customer Service Quote for November 30, 2009

November 30, 2009

“Anything that we can do to help foster the intellect and spirit and emotional growth of our fellow human beings, that is our job…Life is for service.” -Fred Rogers

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Customer Service Quote for November 13, 2009

November 13, 2009

“Pretend that every single person you meet has a sign around his or her neck that says: ‘Make me feel important’.” -Mary Kay Ash Author of The Mary Kay Way: Timeless Principles from America’s Greatest Woman Entrepreneur

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To improve customer service coach your peers

October 15, 2009

Here is your Daily Dose of Amazing Service: To improve customer service coach your peers And here are some additional thoughts on this topic… One of the best things about coaching is that when we help others by coaching we learn as much, if not more, than they do. By focusing on helping and doing [...]

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Customer Retention Tip: Let your employees be real

September 30, 2009

Too many managers think they can plan and script and train employees how to handle every customer situation. It’s even worse with offshore call centers. As a customer you can tell when these people are forced to use scripts. It can be a painful process to participate in.  And it’s a massively ineffective way to [...]

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Motivate yourself to deliver Amazing Customer Service

September 21, 2009

Here is your Daily Dose of Amazing Service: Motivate yourself to deliver Amazing Customer Service And here are some additional thoughts on this topic… Stephen Covey says there are three requirements for us to create a new habit. One is knowledge of what and why we should change. The second is the skill(s) we need. [...]

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Improve customer service by putting yourself in your customer’s shoes

September 14, 2009

Here is your Daily Dose of Amazing Service: Put yourself in their shoes And here are some additional thoughts on this topic… Think about when you’re the customer. How do you feel and what do you want from people you buy from? What are the top three things you want from them? Most people want [...]

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Serve others because it feels good

September 2, 2009

Here is your Daily Dose of Amazing Service… Serve others because it feels good And here are some additional thoughts on this topic… Recently I had lunch with a friend. He told me about his current volunteer projects, one of which included mentoring prisoners or those recently released from prison. When I asked him why [...]

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Create a Daily Reminder of Amazing Customer Service

July 9, 2009

Here is your Daily Dose of Amazing Service: Create a daily reminder of amazing customer service. And here are some additional thoughts on this topic… Delivering amazing customer service is not complicated. It’s something we all know how to do. The real challenge is doing it every time with every customer. Things get in the [...]

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Keep Your Gas Tank Full

June 1, 2009

Here is your Daily Dose of Amazing Service: Keep your gas tank full And here are some additional thoughts on this topic… When I was in college, a friend of mine had an annoying habit of picking up hitchhikers, which he did one afternoon while we were riding together. About a quarter mile later, my [...]

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Customer Service Quote for May 13, 2009

May 13, 2009

“I think there’s a big difference between motivation and inspiration. You can accomplish stuff by motivating employees, but I think you could accomplish a lot more by inspiring them to a bigger vision that has meaning to them and that you’re passionate about.” -Tony Hsieh, CEO Zappos

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You Won’t Get that on United Airlines…

May 13, 2009

Part of serving your customers well is giving them a positive and memorable experience. In fact that’s the formula for “wowing!” them. When you do this they have fun, they remember you (and your company) and they say good things about you to others. Here’s an entertaining example of how Southwest Airlines wows their customers. [...]

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Here are Three Steps to Handling Stressful Situations

April 6, 2009

Yesterday morning I opened the door to our lower deck and let the dog out and I was shocked. Rather than seeing the signs of early spring in our back yard, I saw white stuff everywhere. Everything outside was covered with new fallen snow. And it was still coming down. It looked beautiful. But it [...]

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This Tip Can Improve Your Customer Service Immediately

March 2, 2009

One of the challenges in improving customer service is putting new ideas to work.  Often they’re not even new ideas but reminders of what we already know.  Ideas are cheap. It’s using them effectively that brings us the results we want. Here’s a tip to help you improve the quality of your customer service immediately: [...]

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We Always Have Choice to Deliver Amazing Service

January 30, 2009

“Happiness is not by chance, but by choice.” -Jim Rohn A while ago I was talking with some people about their customer service experiences. A lady commented to me on what amazing service she received from a cashier at Target. She explained: The customer ahead of me was grouchy and really giving the cashier a [...]

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Is Customer Service Better than Sex?

January 29, 2009

Over the years many it’s been suggested many things are “better than sex”. I recall (fondly) a certain dessert called “better than sex cake” I was introduced to almost 20 years ago. And I’ve heard sky diving, mountain climbing and other extreme sports are often subjects of this comparison. But I’ve never heard anyone suggest [...]

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