Customer Service tagged posts

Engage through Imagery December 15, 2021 Affective Leadership, Astonishing Service, Emotional Intelligence, Peer Powered Performance, Positive Deviance, Spirit at Work

Simple ideas understood by all are both the salve and the anchors that keep a team’s “eye on the prize” in challenging times. Vineet Nayar in his book Employees First, Customers Second used the story of the “Big Windows” he discovered at a friend’s home in Amsterdam to focus his team on the value (and discomfort) of transparency. He shared this story with absolutely everyone so they all had a common language...

Zapp-Omazing December 15, 2021 Astonishing Service One comment

Last Fathers day I got an awesome big yellow sport watch. Just exactly what I wanted and it goes perfectly with my bright yellow Nike Free’s. Soon after I got it I noticed it would cloud up after sitting in the hot tub. No big deal the fog would eventually go away. This Fall I started to worry that the fog might actually be damaging the watch and it would eventually fail...

Poetic Service December 15, 2021 Emotional Intelligence 2 comments

Adding to my recent Zapp-Omazing post. I sent a thank you and link to Zappos for their remarkable service and received this rhythmic response. Sing along or read out loud for the full effect and imagine this coming from one of your team members. If not why not? If not now, When?

Seasons Greetings, Randy!

Thank you for contacting the Zappos.com Customer Loyalty team...

WITHOUT TROUBLE THERE IS NO TRIUMPH. December 15, 2021 Affective Leadership, Astonishing Service, Emotional Intelligence No comments

Nobody wishes for disaster but it is often only at those times when you find out what people are really like. I have a half a dozen hilarious stories about Southwest Airlines each the result of some unexpected mishap.

When I went to work for the Coeur d’Alene Resort developing their new employee Service Camp™. We were a brand new $60 Million hotel in a town of just 25,000 people who most people never heard about and certainly couldn’t spell...

The Hazards of Hierarchy an Electro-lax Example December 15, 2021 Customer Service, Emotional Intelligence No comments

I am sure the customer service representative assigned to me cringes every time she opens one of my email responses. I feel sorry for the employees but only contempt for the company. I have no doubt that there is not a single service representative who has suggestions about how to improve the process but based on results it appears that no one is really listening to the people who matter most...