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NeuroService: Use a BRAIN approach to build neuroscience principles into your...
Are you leveraging the power of neuroscience to help your customers? Or are you putting customers into a brain state that is undermining your goal of keeping them coming back? Let’s take a quick...
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What the Pursuit of a Five Star Rating Taught Me about Customer Service
Early in my career I worked in the hospitality industry, including a stint at Marriott’s Rancho Las Palmas Resort in Rancho Mirage, CA. While there I had a chance to work with Robert Small, a...
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3 Ways Leaders Can Help Employees Provide Legendary Service—A Personal Story...
I recently had a potentially bad experience that turned into a great customer service story and restored my faith in humankind! A couple of months ago I was flying from Savannah, Georgia to Chicago on...
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Customer Service in the Time of a Data Breach
We all heard the story of the data breach at Target Stores during the holiday shopping season. I’m sure many of you, like me, used a credit or debit card at Target during that time. So simply stated,...
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Whose Customer Is It, Anyway? 3 Ways to Balance Individual and Organizational...
Have you ever had employees in your organization argue over customers? I was recently working with a client in Toronto where one of the company’s salespeople was emphatic that a certain customer...
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Can You Really Be Happy Serving Others? Absolutely—Here’s Why
In our new book, Legendary Service: The Key is to Care, Ken Blanchard, Vicki Halsey and I use a parable format to teach some very important—and often surprising—elements of creating a customer focused...
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Can You Flex Your Service Style? Take This 8 Question Quiz
As a Situational Leadership II (SLII) instructor, I teach hundreds of leaders each year how to adapt their leadership style to the needs of their direct reports. Beginners on a new task get a Directing...
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3 Ways to Make a New First Impression with Customers
Who are you as an organization? What are you known for? What will people remember about you? It always brings me back to what I was taught when I was young—the importance of making a good first...
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Are You Forgetting This Customer Service Basic?
Yesterday, I went to my favorite retail store to pick up a pair of silver hoop earrings for my friend’s birthday. While there, I saw a lot of little things that felt new and fresh. I asked my usual...
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Where Does Your Industry Rank for Service? 5 Ways Your Company Can Improve
Each year the American Customer Satisfaction Index compiles the results of 70,000 random customer interviews to identify customer satisfaction in 43 industries and 10 economic sectors. The top...
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Do Your Customer Service Policies Show You Trust Your Employees? 5 Strategies...
I’ve got a pet peeve when it comes to customer service policies. It annoys me to no end when front-line employees have to get a manager’s approval for even the simplest, low-dollar merchandise return....
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Customer Service Has To Be Everyone’s Business
Any single person in your company can make a positive or negative impression on a customer. And today, thanks to social media, that one impression can be multiplied, exponentially, within hours. “Think...
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Are Low Customer Service Standards Costing You Money?
If your company is like most, you are always looking for ways to lower your costs and improve the bottom line. The challenge is to make sure your people serve customers at the highest level while...
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Legendary Service Memories: Use A Six Step S-U-M-M-E-R Plan
Summer’s almost here! A time to relax, enjoy outdoor meals, get new summer clothes, take vacations, make new friends, and create memories with those you love. But can summer also teach us something...
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Four Key Conversations to Help Your Customers Feel Welcome
One of the perks of my job is that I get to travel to many fabulous places in this country and abroad. In my travels, I have experienced all types of customer service. On a recent business trip to...
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Here’s What 500 People Told Me about Customer Service
Over the last eight weeks I have done Legendary Service customer service training with more than 500 people who all want to improve both internal and external customer service in their organizations....
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Is Your Customer Service Legendary—or is it a Health Hazard?
This guest post is from Ian Beeson, managing director of Blanchard International, Australia. Every interaction we have with a service provider leaves us with some sort of emotional response, from...
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NeuroService: Use a BRAIN approach to build neuroscience principles into your...
Are you leveraging the power of neuroscience to help your customers? Or are you putting customers into a brain state that is undermining your goal of keeping them coming back? Let’s take a quick...
View ArticleClik here to view.
What the Pursuit of a Five Star Rating Taught Me about Customer Service
Early in my career I worked in the hospitality industry, including a stint at Marriott’s Rancho Las Palmas Resort in Rancho Mirage, CA. While there I had a chance to work with Robert Small, a...
View ArticleClik here to view.
3 Ways Leaders Can Help Employees Provide Legendary Service—A Personal Story...
I recently had a potentially bad experience that turned into a great customer service story and restored my faith in humankind! A couple of months ago I was flying from Savannah, Georgia to Chicago on...
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