Be The Expert

An important factor to remember in providing great customer service is that the customer is depending upon you and or your employees to be the expert in regard to your products/services. Whether you’re a small business owner or a manager in a large corporation, becoming an expert is critical in acquiring and retaining customers. What […]

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Training : Building Employee Confidence and Customer Loyalty

I visited a local wine and light food establishment for a holiday social event. During my time there, I was given a tour of the facility by a member of the management team. While I expressed my fascination with the facility’s features, my tour guide advised me that all employees are required to taste the […]

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Empower Your Employees

I stopped by the cleaners to drop off a couple of suits the other day and walked into a full-blown verbal altercation between the counter attendant and a customer. I took a seat to wait my turn to check in my suits all the while listening to the customer’s foul language and the counter attendant’s […]

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Great Product – Poor Service

I called my cable TV company in an attempt to inquire about the cost to add the service to 2 additional rooms in my home. After explaining to the customer service rep the need to have 2 additional wall outlets installed, she stated that they (the company) do not provide cables for connecting the receiver […]

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