Category Archives: Customer Service

Reward Great Service

Posted on January 2, 2011 by David

When you come across great service, how do you recognize it? True, it may be a rare occurrence. But what is more rare is acknowledging those that exceed your expectations. Below is a transcript of a letter written to the … Continue reading →

Posted in Customer Service, Reward | 2 Comments

I’ve Got a Secret

Posted on November 8, 2010 by David

I have a secret. Actually, I’ve got THE secret. It is the secret to good customer service. Are you ready? You might want to sit down for this one. It’s deep. It’s highly intelligent. Now that you’ve stopped laughing, here … Continue reading →

Posted in Customer Service, Secret | Comments Off on I’ve Got a Secret

Customer Service Tips – Go the Extra Mile

Posted on October 1, 2010 by David

This term has its origins during Biblical times. Roman soldiers could ask anyone to carry their sack or equipment for a mile. Jesus said, “And whosoever shall compel thee to go a mile, go with him twain.” By going the … Continue reading →

Posted in Choices, Customer Service, Extra Mile | 2 Comments

Who is responsible?

Posted on September 15, 2010 by David

You are a manager. Good! You are working the front line. Great! A customer comes in. Wonderful! They want to see you. Sweet! They don’t look happy. Uh-oh! They want to lodge a complaint about one of your employees. Rats! … Continue reading →

Posted in Complaint, Customer Service, Front Line, Manager, Resolution, Responsible | 3 Comments

What’s your favorite?

Posted on August 25, 2010 by David

“I only hope that we don’t lose sight of one thing – that it was all started by a mouse.” – Walter Elias Disney A friend posed a question the other day regarding the Walt Disney World Resort. What one … Continue reading →

Posted in Customer Service, Disney Institute | 2 Comments