Here is your Daily Dose of Amazing Service:

You are the company

And here are some additional thoughts on this topic…

No matter what your role is, when you help a customer, in their eyes you are the company. What you do and how you do it becomes your company’s image, to the customers you serve.

Here is your Daily Dose of Amazing Service:

You are your company’s brand

And here are some additional thoughts on this topic…

People do business with companies for a variety of reasons. One reason is the company’s brand or reputation. This is more than a logo or slogan. It’s what people think of a company and how they feel about it. Your brand will either attract customers or repel them.

Welcome to the June 22 edition of the Customer Service Carnivale. This week we have contributions from across the globe with ideas and suggestions to help you improve your customer service.

We start with Shaun Sayers at Capable People. Shaun asks what has happened to great customer service as he shares some of his recent customer service experiences.

A couple months ago I was managing an event for a nonprofit I work with. Prior to the event our speaker indicated he did not need a screen or projector for his presentation. Then, at the event, (an hour or so before his presentation) he changed his mind and asked for a projector and screen.

I understand last minute changes can be a hassle. And the hotel we held the event at has fantastic catering staff who handle these situations like they’re no big deal. And that’s how it should be. That’s a big part of their job.

But the hotel management sees these situations as golden opportunities to make money. So instead of charging us the regular fee (which I believe was under $100) their “11th hour special” price was $450.

This is TOXIC REVENUE.