Tag: customer service

21
Apr

The Inextricable Link Between Pride and Outcome

Back in the 1970s, the leadership of railway equipment manufacturer, Budd Company, invited a select group of their assemblers to take an overnight ride on a train composed of the cars they had built. The leadership simply wanted to provide a bit of fun and recognition for those toiling in the factory. But then an interesting thing happened. Those aboard

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1
Apr

Make Sure Your Systems and Service People are on the Same Page

The internet in our home died earlier this week. After cycling the modem a couple of times, I called the service provider’s toll-free number. The digital assistant told me to cycle the modem and it would text me in ten minutes. I did so once again and after ten minutes the system informed me that I did not have working

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11
Feb

The Cowardice of “My Hands are Tied”

On December 23rd of last year, a young man attempted to make a withdrawal from his bank, hoping the $1000 due in his account had been deposited. The clerk he spoke to told him that she could see the money had been credited. Unfortunately, it would not be available until the next day. On the morning of the 24th, he

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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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