Get a Deal if I'm Near You!
You can save money by
piggybacking with my other clients. If you want to explore what I could
do to help your people be more effective, contact me ASAP so I can work
you into my travel schedule.
Or get several companies together for a presentation. Or gift your
clients with a presentation for their teams.
May 28 Singapore (hold)
May 30-31 Jakarta
Remarkable Customer Service ... and Disservice: Case
Studies and Discussions to Increase Your Customers' Delight
This book is full of examples
of superior customer service ... and below par service. Following each
example are questions to ask your team to prompt discussions of what
went right -- or wrong. Then you can decide how to use the lessons to
improve your customers' delight.
Grow Your Key
Talent: Thought-Provoking Essays for Business Owners, Executives and
Managers on Developing Star Staff
Many executives think that only HR needs to think about
how to grow their internal leadership. By offloading all the thinking
about this they are sure to stunt their company's growth. This book
helps you examine what you should be considering when looking at
helping your people grow to take on more responsibilities.
Give Me a Call!
happy to brainstorm with you.
Redbox Customer Service is Golden
companies ignore the importance of empowering staff without
"customer service" in their title. They think that the
employees who aren't formally charged with customer interaction don't
need to be customer focused. They usually don't invest much (any?) time
or money to train these people. And they nearly never give them any tools
to help ease any customer annoyance.
Imagine my surprise,
then, at the customer focus of a Redbox video
vending employee named Susan.
Do You Finesse - Or Just Frustrate?
your communication style in tense situations help or hinder the conversation?
When things get heated, does your filter of how to be professional get
What Do You Consider "Above and
Huis ter Duin hotel in Noordwijk, on the Netherlands' North Sea, is
known for it's location and its comforts. As you would guess, it also has
I have had the
good fortune to stay in other fine hotels around the world serving
clients. I appreciate good service. But at this conference of 200
attendees, this hotel did a few things that made it stand out above many
Federal Government's Customer Service -
"The government doesn't have a clue how to treat its customers --
The USPS spent
millions a decade ago on customer service training. Generally, the clerks
I've encountered are pleasant and some go out of their way to be friendly
to their customers.
not so much.
I was told this
the other day after a tense conversation with a rep who made allegations
about my actions that weren't true and kept interrupting me. I thought I
was being logical, persistent and not letting her state things that were
untrue. She thought I was being rude.
service providers be rude?
Is it ever
acceptable for a provider to tell a customer s/he is rude?
Listen to My Interview on
"Monetizing Your Knowledge"
Listen to my
interview on "Monetizing Your Knowledge" on Park City's KPCW
show, "Mountain Money" hosted by Jude Anker and Pam Wiley. They
were lively interviewers and asked good questions.
This is part of
my work on helping professionals create revenue from their intellectual
capital, otherwise known as Making Money In Your