Archive for the ‘Customer Service’ Category

Speakers To Help With Customer Service

Customer Service is one of the biggest issues companies must face on a daily basis. At Speakers Network Worldwide, we have powerful speakers who address these issues  and will help get your company or business back on track with the best customer service possible! Daniel Abramson Corporate CEO and high content speaker who can help you [...]

Anticipate Versus Reacting and Crisis Management

By: Daniel Burrus In my new book Flash Foresight, I share seven principles that can make invisible opportunities visible. Becoming anticipatory is a crucial one. Agility has been a reasonable survival strategy during times of rapid change, like the 1980s, 1990s, and even the 2000s. Today, however, the pace of technological change is beyond rapid. [...]

2 Words Costing You Thousands of Dollars! (Part Two)

By: Rory Vaden I noticed that I was unconsciously filling my day with menial work or trivial work. When I looked back at what I completed during my work hours that day really I was nothing more than busy, just being busy. It was then that I noticed I was afflicted with a much more [...]

What’s Wrong with Internal Service: Part Five!

BY CHIP R. BELL AND JOHN R. PATTERSON 1- Outline Relevant Rules for Engagement. Productive meetings start with an agenda and effective training sessions open with learning objectives. Such examples point to the power of having guidelines to help govern how parties will work together. The discipline of partnership is bolstered by working out in [...]

What’s Wrong with Internal Service: Part Four!

The model below outlines a new framework that has the counter person and the warehouse person working together on behalf of the real customer. The operating philosophy shifts from deference to partnership. Influence is grounded in an allegiance to equality and interdependence making “selling and yelling” completely unnecessary. Communication is conversational rather than that of [...]

What’s Wrong with Internal Service: Part Three!

The other more insidious byproduct of the “who’s whose customer” war is the attention of both parties on internal conflict rather than on the real customer—the one writing the checks. The counter guy treated Mel like a kind of war correspondent—a nice feature for the folks back home but purely superfluous to the real battle. [...]

What’s Wrong with Internal Service: Part Two!

Internal Colleagues are not Internal Customers It is popular to use the concept…internal and external customer. But, it’s flawed. The attractiveness of the idea probably started with a line like, “If you’re not serving the customer, you’d better be serving someone who is.” It was first spoken in Ron Zemke and Karl Albrecht’s book Service [...]

Be A Service Warrior: Part Three

By: Chip R. Bell Service warriors know ordinary service leaves customers only satisfied. Seventy-five percent of customers who leave an organization to go with a competitor say there were satisfied with the one they abandoned. Being a service warrior means delivering a service experience that is remarkable—one that makes customers remark positively to others. Chanaka [...]

Be A Service Warrior: Part Two!

By: Chip R. Bell Warriors will tell you that the rush of the challenge drowns out the fear of bodily harm. Contrary to what you see in movies starring Bruce Willis or Sylvester Stallone, real warriors do not get a thrill out of hurting people. Rather, they are the military version of Olympic athletes. And [...]

Be A Service Warrior: Part One

By: Chip R. Bell Warrior lessons started as soon as I exited the helicopter that had flown me to a remote part of Viet Nam. I entered the only tent at the field command post for the infantry unit to which I had been assigned. At the far end of the tent stood a noticeably [...]