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Category: Customer Service Training
the disney customer service myth
Customer Service

Customer Service and the Disney Myth

 

When companies try and reinvent themselves as a customer-centric organizations, the tier that is rarely asked to transform is the executive level. The result is like trying to plant the only the visible part of an oak tree, without including the supporting root system. There is nothing to give the tree ongoing nourishment to grow and flourish, and nothing to prevent it from blowing over at the first gust of wind.

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A Customer Service Shoutout To Vacations-To-Go

 

The agent I spoke with, Brione, was articulate and an outstanding listener. Her telephone skills – all the little things that we teach in our training programs – were flawless and executed naturally. (Right down to the “Wow, that’s a really good question” whenever I’d ask a stupid question.)

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Customer Service

Customer Service Starts At The Top

 

The implication, of course, is that many people feel their organizations believe that customer service is solely the responsibility of the people on the front line, and the only people who need to work on their leadership skills are supervisors and mid-level managers. Everyone else is simply above it all.

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