Is this like the dinosaur eggs, rare and valued when you find it ? When it's said to go beyond people's expectations today, it's because it at least enables your employees to meet the minimum of what your customers' expect. Standards have changed and this is a challenge. I have noticed many subtle changes. I … Continue reading EXCEEDING CUSTOMER EXPECTATIONS-LOL
Your employee did what? On a place recently for business on one of the top airlines. I was in first class in seat 1 A when the flight attendant came around to asking meal selections. Guess what, they were already out. How can that be? They responded that this is what they received. Nothing we … Continue reading CUSTOMER SATISFACTION 101
I have been the keynote speaker at several associations, sales meetings. and hospitals retreats the last few months. I have spoken to the audiences on “What’s in it for me?”. It appears that by changing what you do for yourself, peers and colleagues reflects the entire organization. Balancing what’s important to your company with value … Continue reading PUTTING THE MOJO BACK INTO CUSTOMER SERVICE!