Management Skills Do Create Customer Experiences

When leaving a recent late lunch with a good friend here in Houston, Texas, we witnessed something that I personally had never seen before. The manager of the restaurant was loudly chewing out a waiter – right in front of customers! My friend and I were both taken aback by this behavior. What level of […]

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The Five Big No No’s of Customer Service – by Adele Halsall

If you’ve worked in customer service for any length of time, you’ll know by now what NOT to do when assisting and conversing with customers. However, it never hurts to get reacquainted with the basics every now and then, especially when new employees are welcomed into your team. With so many different approaches, methods, and […]

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Service Recovery – Regaining Your Customer’s Trust

I know from personal experience that mistakes will happen when servicing customers. Providing the wrong information, delivering the wrong goods, or perhaps even charging the wrong amount for services can sometimes happen because of the people factor involved. It’s simple – we’re human and we can make mistakes! The key is to determine what one […]

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Performance Appraisals Do Create Customer Experiences

During my corporate customer service career, I learned very early the importance of having a system in place for fair performance appraisals. Believe it or not, providing objective performance evaluations does impact the level of service received by your customers. When employees feel the performance appraisal process is objective and fair, morale is positively impacted. […]

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