We trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs. Our major customer service clients have included restaurants, theaters, and casinos. Our programs always focus on the latest information combined with assessments, direct applications to client specific issues, and heavy experiential learning.
Did you know that 95% of customer feedback in the world is ignored by brands? Considering that Forrester calls this the “Age of the Customer,” that statistic should shock you and make you think. It should also make you act.
A new year is approaching and time to tap into what’s here and now. What should your company focus be to make it the best? All businesses, any size, any industry should examine some of the trends I see.
In a people-oriented business–a business dependent on customer service and the customer experience–you have to have to know how to hire the right employees. Without such employees, you’re out of luck and will soon be out of business.
Joseph Hartstine, the ditty-singing drive-thru worker, has reportedly made the McDonald's eatery on Cities Service Highway, in Sulphur, a must-stop destination.
James Schreier's insight:
Love stories of individuals who make a difference. I have visited a local fast food restaurant a couple extra times recently because of a server who's just clearly dedicated to provide basic service with a bit of a different in his attitude.
Customer expectations for speed of service have grown frenzied thanks to mobile and amazon.com and Starbucks, and are even more intense among the millennial generation of customers. (Millennials are the biggest generation in history.
To bind customers to you through customer service and the customer experience requires what I call ‘‘The Art of Anticipation.’’ Most any business can pull off satisfactory customer service, or at least can pull it off some of the time.
5 Sure-Fire Ways to Improve Your Customer Service Skills Customer Think Whether it's that chewing-gum-swinging-teenager scowling as you return an item of clothing, or the multinational brand refusing to answer questions via Twitter, terrible...
Welcome to the new kid on the service exemplar block. Cirque du Soleil. And, their formula for success is not just an over-the-top attitude of great service. It is total sensory emersion. All their customers’ senses are plunged headlong into a cavalcade of theatrical delight. The payoff? Over 100 million people have seen a Cirque du Soleil performance; 15 million last year.