Two wrongs don’t make a right, but sometimes, two rights can right a wrong. There are no perfect people — except those who appear in training films. Everyone else is going to make mistakes, a lot of them. That’s no big deal. The problem is that many people don’t know what to do when they make a mistake. They don’t …
An Enthusiastic Customer Is A Return Customer
It’s nice to have “satisfied” customers, but it’s the “enthusiastic” customers that really count. When customer service employees are asked if they provide good service, almost everyone says “yes.” Almost no one says, “No, I’m really lousy at customer service.” That raises a question. If everyone in the country thinks they provide good customer service, then why are customer satisfaction …
If It Ain't Broke, Fix It As Quickly As Possible
Your past success is proof — proof that you were right once. It’s not a guarantee that you will be successful in the future. A few years ago, people would point to their past successes and say, “We’ve always done it this way.” It might have sounded a little rigid, a bit stubborn, and a mite prideful, but it was …
Goodwill Hunting
Goodwill takes a long time to build; bad will takes just a moment. If you’re in the customer service business, you know that customer satisfaction, enthusiasm, and loyalty are not instantaneous. What is customer service? It is goodwill is built over time and through several acts of kindness. Unfortunately, months of goodwill can be destroyed by three seconds of sarcasm …