Discussing Culture and the Service Culture Handbook with Jeff Toister

Creating a Customer Service Culture with Jeff Toister

Discussing Culture and the Service Culture Handbook with Jeff Toister

In this installment of our “Expert Interviews” series on YouTube, I interview Jeff Toister.

Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on Lynda.com including Customer Service Fundamentals and Leading a Customer-centric Culture.
Read more

"The Customer Is Always Right" -- Really? | Person about to shoplift

The Customer Is Always Right — Really?

"The Customer Is Always Right" -- Really? | Person about to shoplift

This blog post is excerpted from Chapter 1 of Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines.

Let’s start with a quiz. It’s a simple one. Just fill in the blank in this sentence: The customer is always ___.

If you’ve worked in customer service, one word will almost certainly come to mind to complete the phrase. It’s the phrase that has been drilled into our heads, for better or worse, since our  rst exposure to customer service.

And let’s be real—none of us are particularly fond of it.

At a recent conference, I struck up a conversation with a front-line service rep. When I mentioned that I was writing a book on customer service, the first words out of his mouth were, “What do you think of the saying, ‘The customer is always right’”? Read more

How Employee Empowerment Really Works | Manager with employee

How Employee Empowerment Really Works

How Employee Empowerment Really Works | Manager with employee

Employee empowerment can take many forms; however, at it’s most fundamental, it can be broken down into two types: actual and psychological.

By its nature, empowerment starts at the top. Empowerment must first be given by those who have the power to do so. This is actual empowerment, the granting of increased roles, responsibilities, and authority.

Then it must be embraced by those who have been given greater authority. This is psychological empowerment, how employees feel about using the powers they’ve been granted. Read more

Is Your Customer Service Consistent? | Factory Inspector

Is Your Customer Service Consistent?

Is Your Customer Service Consistent? | Factory Inspector

Consistency is one of the greatest challenges in customer service. Whether you are a solopreneur or a Fortune 500 company, consistency can be hard to get your arms around.

Consistency is hard because it takes effort and discipline, not only on the individual level but on the much trickier team level. For example, in the video below, I tell the story of one of my favorite restaurants that used to have its servers write personalized or creative notes on napkins and tickets.

This practice was a regular one for awhile, then it stopped. While the gesture was an ancillary touch (the absence of which was certainly not going to make me stop eating there), I certainly noticed when it didn’t happen. Read more

The Importance of Onboarding Employees | Employee Handbook

The Importance of Onboarding Employees

The Importance of Onboarding Employees | Employee Handbook

Onboarding employees is an extremely important and often neglected practice.

All too often employers simply show new team members where the paper clips are and how to use the computer system, but they don’t show them the organization’s service standards or how to treat customers.

The first days on the job are often no different than the employee’s total experience, a lack of training lies at the heart of many challenges they face.  Onboarding a new employee should represent a microcosm of everything you want from not only your relationships with your employees but also their relationships with your customers. Read more

What Great Brands Do with Denise Lee Yohn | Bright Penguin

What Great Brands Do

What Great Brands Do with Denise Lee Yohn | Bright Penguin

I had the pleasure to catch up with my friend and brand expert Denise Lee Yohn at Medallia’s recent Experience 17 conference (to which Medallia provided me a free ticket). Denise spoke at the event about the key concepts in her book What Great Brands Do.

Denise’s seven tenets of what great brands do are as follows: Read more

When Sales Does Service on Social with Phil Gerbyshak

When Sales Does Service on Social with Phil Gerbyshak

When Sales Does Service on Social with Phil Gerbyshak

In this installment of our “Expert Interviews” series on YouTube, I interview Phil Gerbyshak.

Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to up their influence, impact and income. He is one of the people who teaches social and truly walks the social talk.

In this interview, we chat about how salespeople must understand that social media is a service channel, who owns customer service in the organization, and service as a software CRM systems.
Read more

Leaning Into Customer Loyalty with Adrian Swinscoe

Leaning Into Customer Loyalty with Adrian Swinscoe

Leaning Into Customer Loyalty with Adrian Swinscoe

In this installment of our “Expert Interviews” series on YouTube, I interview Adrian Swinscoe.

Adrian is a customer experience consultant and advisor. He is the author of How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and has worked with brands such as Shell, FT and The Economist Group.

Adrian’s book How to Wow covers a variety of customer experience principles touching on everything from customer complaints to effortless experiences to customer loyalty, all of which we cover in this interview. Read more

Joy Marsden, Keep Stepping to Succeed

Keep Stepping to Succeed with Joy Marsden

Joy Marsden, Keep Stepping to Succeed

I had the great pleasure of speaking with self-success speaker Joy Marsden about motivation, perseverance, and the power of keeping moving.

Keep Stepping to Succeed

Joy believes that we need to keep moving forward, to keep stepping, into the midst of challenge. And while not everyone may lead others or want to, we each must lead ourselves and find ways to do so that are effective Read more

Hospitality Customer Service with Christoff J. Weihman | pic of Christoff

Exploring Hospitality Customer Service (Video)

Hospitality Customer Service with Christoff J. Weihman | pic of Christoff

In my conversation with hospitality service expert Christoff Weihman, we covered a number of topics surrounding hospitality customer service, including how it is evolving and how it differs from other service models.

How to Give 5-Star Hospitality Customer Service

Christoff believes that 5-Star service is about feeling – how customers feel during their experience with the organization and how they feel after they leave.

Christoff and I also discuss how hospitality organizations are using technology to improve experiences, and how they need to make sure staff is trained to communicate with customers around certain technological changes.

Make sure to check out Christoff’s insights in the video below. Read more