Customer Service

Being Neighborly Builds Trust – #Sprinkles by @ChipRBell

February 10, 2015

Service that delights, surprises, and amazes—it’s what we crave as customers. And, we are all customers.  We’re service providers, too. Whether it’s as an office professional, an entrepreneur, a restaurant manager, a volunteer, a manager, a parent—there is always the opportunity to serve. But “service with a smile” isn’t a given; companies invest millions each […]

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A Valid Reason for Hating HR

September 19, 2013

The following story is true; a few details have been altered to change the identities of those involved. This one left me shaking my head in disbelief.   I have a friend (“Krista”) who transferred from one division of her large multinational organization to another. This promotion required relocation to another country. As the transfer […]

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First Class Service Shines at Amway Grand Plaza

March 15, 2012

If you’ve ever left something important behind at a hotel, you know that sinking feeling that overcomes you when you discover it’s missing. At 4:30 pm yesterday I arrived home after an excellent two days of learning (and presenting) at the Michigan Nutrition Network CHOICES Conference. At 4:31 pm after removing my prescription sunglasses, I […]

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Leaders Set the Tone for Customer Service

October 13, 2010

This month over at the LeaderTalk blog, the monthly theme is “A Leader Focuses on Customers” and LeaderTalk author Becky Robinson has asked us to contribute a related blog post. Great customer service starts with the culture a leadership team creates, so it’s a great theme to feature on a leadership blog.  Earlier this summer, I […]

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Coaching the Reluctant Retail Associate

April 7, 2010

I was out early this morning snapping up some bargains at one of my favorite mass-merchandise retailers. In what appears to be a developing theme with me, I overheard another conversation with Human Resources implications. (See my other HR eavesdropping observation here.)  Overheard:  Employee: “Do I really need to take two breaks and a lunch […]

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Employees’ Wish List to Customer Service Leaders

February 19, 2010

A few weeks ago, Kristina Evey of Centric Strategies asked me to provide a guest post on her blog, which I happily supplied. You can see that post, The Customer-Centric Leader, here. In follow up conversations, Kristina and I wondered, “What would front-line customer service employees say to their leaders if they had a sort of  […]

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