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3 Ways Leaders Can Help Employees Provide Legendary Service—A Personal Story and Thank You

3 Ways Leaders Can Help Employees Provide Legendary Service—A Personal Story and Thank You | Guest Service | Scoop.it
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...
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Guest Service
Insights on Customers and Service
Curated by James Schreier
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Beyond the Far Cliffs - Customer Service

Beyond the Far Cliffs - Customer Service | Guest Service | Scoop.it

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.

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A False Choice: Who Comes First, Customers or Employees?

A False Choice: Who Comes First, Customers or Employees? | Guest Service | Scoop.it
As the debate about whether employees or customers come first rages, Bob Thompson gives us his view on the subject..
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Is this really customer service?

Is this really customer service? | Guest Service | Scoop.it
Just about all CEOs I interview tell me there’s nothing more important to them than customer service. Why, then, do so many companies turn around and treat their customers like the enemy?
James Schreier's insight:

An outstanding story with outstanding examples!

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Bad customer service, leave and don't come back

Lipp spent a lot of time talking about his own experiences with poor customer service.

James Schreier's insight:

Some good stories -- just too bad he won't experience the true magic of Disney's level of service.

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Do Your Employees Know Their REAL Job?

Do Your Employees Know Their REAL Job? | Guest Service | Scoop.it

Some service failures are frustratingly obvious.

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What Role Does Intuition Play in Customer Experience?

What Role Does Intuition Play in Customer Experience? | Guest Service | Scoop.it

 It doesn't hurt to be able to perceive those things that are not seen or immediately apparent. That intuition is something that will allow you to delight your customers.

What does that mean?

James Schreier's insight:

Intuition is a powerful element in understanding how information moves through what futurist Joel Barker describes as the "Possibility Cone."  Understanding intuition is important to anyone wanting to be a good strategic thinker.

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The Customer In A Plastic Bubble: A Customer Service Training Secret

The Customer In A Plastic Bubble: A Customer Service Training Secret | Guest Service | Scoop.it

This article reveals a secret that's central to providing superior customer service.

James Schreier's insight:

Outstanding article -- immediately becomes a reference in my customer service training programs.

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4 Ways to Change Organizational Perspective on Customer Experience

4 Ways to Change Organizational Perspective on Customer Experience | Guest Service | Scoop.it

Every single company’s success is dependent on lots of little things going well. If each individual thinks of how he or she is responsible JUST to the department (or organization or division), the customer will suffer.


Don’t let your people speak in those terms. If you look around and realize your employees are really just employees of their departments, it’s time for a change in the organizational perspective on customer experience.

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Changing Customer Behavior — Is it possible?

Changing Customer Behavior — Is it possible? | Guest Service | Scoop.it

During the past decade, customers have displayed overwhelmingly positive attitudes toward environmentally-friendly offerings. However, their actual behavior does not mirror these attitudes. Do you think it would be possible to change customer behavior to make them greener

James Schreier's insight:

It's a classic for me but I've always been very interested in how Disney influences the behavior of guests.  Everything from introducing new products or the tools they use (i.e., from tickets, to passes, to wrist bands), to making guests comfortable with waiting in lines, to how they manage to keep their properties so clean.  Disney is a case study in influencing guest behavior.


Yes, I'll admit to being biased -- maybe it's that "Mousters Degree" in Disney Management that I possess.

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The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet

The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet | Guest Service | Scoop.it

Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms for customers to fill in, whilst new-fangled QR codes attempt to entice consumers to use modern technology to tell companies what they think.

James Schreier's insight:

I believe that any (every) company concerned about customer service should hold some workshops to discuss this article -- and the implications for their company.  

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Price Or Customer Service? What Do Your Customers Really Want?

Price Or Customer Service? What Do Your Customers Really Want? | Guest Service | Scoop.it

Are your customers prepared to pay for better customer service? Or, do they just want the ‘best deal’ regardless? A challenge for many businesses is maintaining that balance between price and service, and working out what the best thing to offer is.

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You Can't Eat Buzz: How To Create Profitable, Loyal Customers

You Can't Eat Buzz: How To Create Profitable, Loyal Customers | Guest Service | Scoop.it
You Can't Eat Buzz: How To Create Profitable, Loyal Customers
Forbes
Buzz is a magical force, but it only gets you so far in business.
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Comcast Internal Memo: That Service Rep From Hell Was Following Orders

Comcast Internal Memo: That Service Rep From Hell Was Following Orders | Guest Service | Scoop.it
Remember that agonizing phone call Ryan Block recorded last week, where a Comcast customer rep spent 20+ minutes trying to will Block into not canceling his account? Even a Comcast executive thought the call was "painful;" but also that the rep was doing just what they'd asked him to do.
James Schreier's insight:

Speaks for itself very well:  time to change the training program, change the incentives.  I know that I will remain forever "not surprised" by the failure of organizations to truly understand quality service.

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The Power of Word of Mouth: Give Your Customers Something to Talk About

The Power of Word of Mouth: Give Your Customers Something to Talk About | Guest Service | Scoop.it
Surprise customers with your customer service awesomeness and they will spread the word..
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How To Handle Customer Complaints

How To Handle Customer Complaints | Guest Service | Scoop.it

Most small businesses will receive complaints at one stage or another. But it's how you deal with them that matters. We sat down with CustomerSure, a customer feedback business application, to hear their insights about turning a customer complaint into a positive experience.


Via Daniel Watson
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Daniel Watson's curator insight, September 5, 9:05 PM


Customers are generally the lifeblood of a business, yet sometimes certain customers seem to suck the life out of business owners, through their propensity to complain when all is not to to their liking.


In reality, not only is it the customers right to complain when all is not to their satisfaction, but business owners should be grateful for complaints as they actually constitute unvarnished genuine feedback.


This excellent article, explains customer complaints handling as a business feedback mechanism, and it offers six tips to follow to ensure that issues raised by customers are resolved properly.

Jo Desailly's curator insight, September 9, 2:51 PM

This source provides excellent guidelines and tips on handling client complaints.  The handling of complaints is important.  Handling complaints effectively is particularly beneficial for any business' bottom line and public relations.

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Does Your Company's Culture Really Support Great Customer Service?

Does Your Company's Culture Really Support Great Customer Service? | Guest Service | Scoop.it
Business 2 Community
Does Your Company's Culture Really Support Great Customer Service?
James Schreier's insight:

There is very strong evidence of the relationship between a service mentality and organizational culture -- it can be measured.  And if it can be measured it can be managed.

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7 Things A Business Leader Must Understand About Customer Service

7 Things A Business Leader Must Understand About Customer Service | Guest Service | Scoop.it
Seven principles of customer service that business leaders often get wrong, from Apple, Ritz-Carlton and others.
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What is customer engagement?

What is customer engagement? | Guest Service | Scoop.it

Customer engagement is a relatively new term in the Customer Experience world, but unlike survey metrics like NPS (Net Promoter Score), ACSI (American Customer Satisfaction Index), andthe latest trendCES (Customer Effort Score), customer engagement doesn't have a common and consistent definition.

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Union Street Guest House Commits The Worst Social Media Blunder EVER!

Union Street Guest House Commits The Worst Social Media Blunder EVER! | Guest Service | Scoop.it

A hotel in Hudson, New York, the Union Street Guest House, will reportedly fine brides $500 for every negative review posted by any of her guests after the event. The amount is deducted from their deposit with the chance to be refunded if the review is taken down.  According to the article I read onBusinessInsider.com and elsewhere the policy is openly stated on their website.

James Schreier's insight:

I love stories like this for multiple reasons -- for guest service of course but also in this case because represents two other issues of reputation management and a clearly emerging trend.

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Why is Reading Your Guests' Body Language So Important?

Why is Reading Your Guests' Body Language So Important? | Guest Service | Scoop.it

More and more, the service industry begins to realize that in order to offer the best customer service, company-wide customer care training is important.

James Schreier's insight:

This is and always will be a key part of any customer service training program that I offer....

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Awesome Product + Awesome Service = Awesome Customer Experience

Awesome Product + Awesome Service = Awesome Customer Experience | Guest Service | Scoop.it

I apologize if this reads a bit too much like an ad for Vitamix, but really it’s just another example of a company that demonstrates how to pair awesome customer service with an awesome product in order to deliver an awesome customer experience. 

James Schreier's insight:

No need to apologize.  Detailed stories of amazing service are very important and need to be shared.

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How Not to Handle a Bad Yelp Review

How Not to Handle a Bad Yelp Review | Guest Service | Scoop.it
Chris Wagoner, a Hudson, N.Y., hotel owner who threatened guests with $500 fees for posting bad Yelp reviews, provides a cautionary tale
James Schreier's insight:

Leading and managing guest service just keeps getting more and more complicated for organizations, their leadership, and the frontline.  Requires clear strategic thinking, discussion, and thorough training.

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When Technology Gets in the Way of Customer Service

When Technology Gets in the Way of Customer Service | Guest Service | Scoop.it

From a productivity standpoint, the benefits of technology infusion are clear — but what happens when a firm’s use of technology collides with its customer service strategy?

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How to Lose a Customer in 10 Days

How to Lose a Customer in 10 Days | Guest Service | Scoop.it

Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don't want to put up with it anymore - and they make sure their friends hear about it.

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4 Lessons From the Red Carpet On Customer Service

4 Lessons From the Red Carpet On Customer Service | Guest Service | Scoop.it
Forbes
4 Lessons From the Red Carpet On Customer Service
Forbes
If you scored Beyonce as a client, you'd make sure she got A-list customer service. When her handlers called, they'd reach the right person at your company on the first ring.
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How Comcast Sets Its Customer Service Reps Up to Fail

How Comcast Sets Its Customer Service Reps Up to Fail | Guest Service | Scoop.it
And why it's "reprehensible," for both employees and customers.
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