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Guest Service
Insights on Customers and Service
Curated by James Schreier
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Top 10 Tips For Excellent Customer Service

Top 10 Tips For Excellent Customer Service | Guest Service | Scoop.it
The following ten tips will help ensure you offer the kind of excellent service that your customers truly deserve.
James Schreier's insight:

Basic but accurate and worth repeating!

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Firm digs deep to gain, keep customer loyalty

Firm digs deep to gain, keep customer loyalty | Guest Service | Scoop.it

Accumulate enough points as a Starwood Preferred Guest at one of its hotels and resorts and, in addition to earning a free room, Starwood offers its...

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The 5 Best Ways To Deal With An Upset Customer

The 5 Best Ways To Deal With An Upset Customer | Guest Service | Scoop.it
The 5 Best Ways To Deal With An Upset Customer
Hospitality Net
Regardless of your business there will be the inevitable situation where a customer is dissatisfied with your product or service.
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Integrated Marketing

1to1 Media, Marketo, and Revana explain how gathering, analyzing, and acting on the full stream of data that’s shared by customers, can enable companies to craft successful integrated marketing strategies that engage and drive sales
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How to Get Your Employees to Commit to Customer Service

How to Get Your Employees to Commit to Customer Service | Guest Service | Scoop.it
How to get happy employees that deliver the best possible customer service..
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So often it's about management...

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How to deepen customer loyalty: Be transparent

How to deepen customer loyalty: Be transparent | Guest Service | Scoop.it
Companies should expose their vulnerabilities and own up to their mistakes.
By John Hagel III and John Seely Brown
FORTUNE -- "How's business tonight?" we asked.
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Don’t Forget Your Customers’ Feelings

Don’t Forget Your Customers’ Feelings | Guest Service | Scoop.it

Think about the last time you dined at a restaurant.  How did that experience make you feel?

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In the future customers, not companies, will manage the relationship

In the future customers, not companies, will manage the relationship | Guest Service | Scoop.it
In the future customers, not companies, will manage the relationship Sydney Morning Herald Customer relationship management, known as CRM systems have been at the heart of sales and customer service for two decades but they are struggling to fulfil...
James Schreier's insight:

Hasn't there always been some truth to this question?

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How customer service techniques will improve your social media ...

How customer service techniques will improve your social media ... | Guest Service | Scoop.it
However, it helps to think of these new ways of communicating with customers as channels, just like the others you are already using in your contact centre. You wouldn't set up a new customer service phone line and then sit ...
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10 Big Data Trends to Get Ahead of Now

10 Big Data Trends to Get Ahead of Now | Guest Service | Scoop.it
James Schreier's insight:

#3 is "Big Data Meets Customer Experience"  An important connection!

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Follow These Laws to Grab Customers' Attention

Follow These Laws to Grab Customers' Attention | Guest Service | Scoop.it
Entrepreneur
Follow These Laws to Grab Customers' Attention
Entrepreneur
How do you grab a potential customer's attention? While many people speculate on this conundrum, it's actually quite simple.
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Why Customer Service Matters

A recent New York Times article shared people's worst customer service stories and why firms need to stress customer service training.
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Don’t Persuade Customers — Just Change Their Behavior

Don’t Persuade Customers — Just Change Their Behavior | Guest Service | Scoop.it
Most businesses underestimate how hard it is to change people’s behavior.  There is an assumption built into most marketing and advertising campaigns that if a business can just get your attention, give you a crucial piece of information about...
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How Data Visualization Answered One of Retail's Most Vexing Questions

How Data Visualization Answered One of Retail's Most Vexing Questions | Guest Service | Scoop.it
But raised a host of new ones.
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Turn Customers into Evangelists: The Magic of Surprise in Guest Services

In this five-minute video montage, watch how attendees at the 2014 Vermont Travel Industry Conference learned about guest service in a very surprising way. Redpoint co-owner Christina Miranda...
James Schreier's insight:

Brilliant -- and something I'll be using in any future Guest Service training programs.  And I need to state clearly that this is something that I know from experience and workshops that Disney is great at doing.

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Spirit Airlines Sees All Those Passenger Complaints as Mere Misunderstandings

Spirit Airlines Sees All Those Passenger Complaints as Mere Misunderstandings | Guest Service | Scoop.it
The low-cost carrier draws three times more complaints to federal transportation officials than any other airline
James Schreier's insight:

Fascinating...

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Handling Customer Complaints: The LAAF Method

Handling Customer Complaints: The LAAF Method | Guest Service | Scoop.it
The LAAF model is an effective, easy-to-follow, step-by-step approach to dealing with customer complaints
James Schreier's insight:

Basic -- well known -- but not provided by training to enough front-line (and management) people!

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Customer Service Empowerment Powers Profits

Customer Service Empowerment Powers Profits | Guest Service | Scoop.it
Employee empowerment is defined as allowing employees to make fast decisions -- on the spot -- in favor of the customer.
James Schreier's insight:

Right on target -- employees must be empowered to serve customers and make decisions.

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Social Customer Service Isn't Going Anywhere

Social Customer Service Isn't Going Anywhere | Guest Service | Scoop.it
Social Customer Service Isn't Going Anywhere Business 2 Community There has been quite a bit of talk lately that social customer service isn't going anywhere, and that some brands are beginning to phase out or give up on social monitoring and...
James Schreier's insight:

An issue to be monitored -- closely.

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Five Ways to Make the Omnichannel Customer Support Experience Sizzle

1to1 Media and TeleTech examine five ways to make the omnichannel customer support experience sizzle, along with the key business and operational benefits to using a cloud contact center platform.
James Schreier's insight:

Nice complimentary report to download.

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5 Top Customer Service Articles For the Week

5 Top Customer Service Articles For the Week | Guest Service | Scoop.it
5 Top Customer Service Articles For the Week of March 24, 2014
Customer Think
TOP CUSTOMER SERVICE AND BUSINESS ARTICLES. Each week I read a number of customer service articles from various online resources.
James Schreier's insight:

Here are five key posts in one -- good articles!

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How a Barista Deals With Bad Customers

How a Barista Deals With Bad Customers | Guest Service | Scoop.it
I transferred stores twice, and though I wouldn't recognize it until later, there was already something uniquely banal about my interactions with the customers at Starbucks. The robotic and infinitely scaleable details, our ...
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25 Grievous Antics That Are Detrimental To Good Customer Service

25 Grievous Antics That Are Detrimental To Good Customer Service | Guest Service | Scoop.it
The unprofessional behavior of employees in customer service is one of the major factors that affect the image of a company in the eyes of consumers. No matter how good the quality of products of a retail store is, if its ...
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Choosing the Right Customer

Choosing the Right Customer | Guest Service | Scoop.it
Business management magazine, blogs, case studies, articles, books, and webinars from Harvard Business Review, addressing today's topics and challenges in business management.
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5 Ways to Offer Social Customer Service With Facebook

5 Ways to Offer Social Customer Service With Facebook | Guest Service | Scoop.it
Find tools and recommendations to turn your Facebook Page into a social customer service powerhouse for your customers and make you a customer-service superhero.
James Schreier's insight:

Now, here's an interesting connection...

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