Customer Service Best Practices
See the transcript of DCCCD Customer Service Best Practices for using the telephone. Share your best practices for providing excellent customer service.
Tag Archives: customer service
Appetite for America by Stephen Fried
Appetite for America by Stephen Fried is a book about Fred Harvey and his impeccable vision of customer service. It is a biography; it is a history book; it is a business book. Fred Harvey changed hospitality in America. What does Fred Harvey teach us about management strategy? Marketing? Advertising? Customer Service?
Companies Fail to Exceed Customer Expectations
According to a 2012 American Express Global Customer Service Barometer, roughly 93 percent of U.S. consumers say companies fail to exceed their service expectations.Sharon Daniels
Tell us about a time a company exceeded your expectations.
Air Travel as a Commodity
The brand of most air travel is a commoditized, uncomfortable experience that leaves most carriers to compete solely on who offers the cheapest ticket.Christian Munson
A brand is a positive experience. How does brand differ from commodity? What is a commoditized experience? Why is a differentiated experience important to branding?
Focus on what the customer values
Training expert Jim Sullivan explains in this video that service is the “how of wow.” How can you ensure that your managers and crew are delivering what your customers actually want?
It’s Always the Leader
“It’s Always the Leader” is from a lecture by Ken Blanchard at the Drucker Centennial. The department of motor vehicles (DMV) has become the poster child for poor customer service, but in this video, the DMV takes great care of the customers. The leader makes the difference! What are some lessons for managers depicted in this video?
First Class Air Travel
We complain about airlines – the seats are too small; there is no room to recline; the food is bad. This video ”First Class is a World Apart” shows how air travel can include spacious seats, great service, and a comfortable flight. Don’t you wish all air travel could be like this? Read more about “Taking First-Class Coddling Above and Beyond.”
Customer Service vs Phone Etiquette
We all know that we should turn off our phones when we are at the movies. Right? Wrong! See “Top 10 Cell Phone Etiquette Rules People Still Break.” Many people are surprised to learn that businesses don’t always want your business. Demarketing is the task used to reduce or shift demand. An example of this [...]
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