ShepHyken
MARCH 10, 2021
It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture. Is it congruent with how employees act toward customers and each other?
Micah Solomon
OCTOBER 10, 2018
This example, from my first book, co-authored with Leonardo Inghilleri, has been used in the customer service training at certain legendary organizations, and I hope it speaks to you as well. Image that you’re a manager at a hotel. Welcome back to the hotel, ma’am,’’ he says. ‘‘Let Let me help you with your bags.
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Stella Connect
JANUARY 9, 2018
After falling in love with the bedsheets in their Las Vegas hotel room and reeling at the $800 price tag, founders Rich and Vicky researched the main cost drivers (middleman markups, mostly) and set out to find a way to make high-quality bedding affordable. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.
ShepHyken
FEBRUARY 3, 2020
” Add Enchantment To Your Customers’ Experiences by Chip Bell. Forbes) The Craddock Terry Hotel is a case study in customer experience whimsy. My Comment: Here’s an interesting concept in customer experience: enchantment. 5 Reasons to Invest Now in Customer Experience by Andrew Neff.
Bill Quiseng
FEBRUARY 15, 2016
Continually remind your team of the importance of customer service. Day One and Done customer service training is simply not enough. After onboarding, continue to reinforce that message with customer service tips and stories via email, screensaver messages, and periodic refresher customer service training.
ShepHyken
JANUARY 17, 2018
The previous year we had stayed at a hotel that did a magnificent job of taking care of us. In looking over the final contract for our most recent meeting at the hotel, there were a few minor changes from the year prior. The first year, the hotel gave us free Internet service for our attendees. And, we did.
ShepHyken
OCTOBER 31, 2016
23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson. Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? My Comment: What can we learn about customer service from a bellman?
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