Tag: customer service

16
Apr

Empathy and Smart Decision Making

Like most people, I have become wary of the customer service in most establishments these days. Maybe it’s because of our impersonal communication. Perhaps it’s because so many people feel overwhelmed with their own worries. Maybe it’s due to a lack of effective hiring and training. Whatever the reason, customer service has become more of an adventure. That’s why I

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21
Aug

Customer Utensils? It’s Not on the Checklist

I frequent a particular fast-food chain because I like their salads. But I’ve noticed a little detail that can be annoying, yet easily fixed. That’s the issue of placing plastic utensils in the to-go orders. Twice in the past three visits, I have forgotten to grab a fork before leaving the store. In both cases I’ve ended up someplace and

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26
Nov

Are You Industrializing the Coffee Cake?

One of my small indulgences is the coffee cake at Starbucks. I’ve always loved digging into it with a fork and feeling its moistness in my mouth. Up until recently, it’s been served on a plate. They’d even heat it up for you if you asked. While I was waiting to order, I’d stare at the pieces in the display

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13
Sep

Secret Shop Yourself

I was waiting for a flight at the Omaha airport. A roast beef sandwich might hit the spot. I walked over to the sandwich shop and ordered the 12” version with lettuce, tomato, mayo and banana peppers. The young man behind the counter took my order, grabbed the roast beef and turned to the slicer. It wouldn’t work. He turned

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20
Aug

Do You Really Trust Your People to Make Good Decisions?

The former owner of an automobile dealership told me recently that he initiated a $750 “customer spend” for his organization. When I expressed curiosity, he went on to explain that he authorized everyone in the firm to spend as much as $750 to make sure a customer was happy if an issue arose. This could range from the receptionist buying

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21
May

Decision Making and Breaking Promises

My daughter returned from Europe this week. Unfortunately, one of her bags did not show up on the carousel. We went to the baggage office to track it down. The cheerful clerk discovered that the bag was due in on the next flight a couple of hours later. “No worries,” he said. “We’ll have it delivered in the next four

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