customer service mindset

Celebrate Customer Service Week 2017 with This Easy Plan

We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills.

Time for a Customer Service Makeover?

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your...

Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure

Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy? Does that muscle in your cheek twitch when you’re...

As a Business Owner, You May Unwittingly Ruin Great Customer Service

In my line of work, I have a lot of morning breakfast meetings. This week, I tried someplace new. Our waitress hit just the right chord with us. She was really funny, without being corny. She was attentive without being intrusive.

Handling Challenging Conversations with a Customer Service Focus

It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. These six communication skills can help you create connection when conversations get heated.

7 Ways to Become a Tour Guide to Service Excellence

After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes. After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets. I get jazzed by excellent service, and my curiosity kicks in when things fall flat.

Showing Your Customers Some Love Pays Big Dividends

What does love got to do with customer service? Everything! While in past years, many business tomes and educators advised us to keep the “F word” – feelings – out of business, things have changed dramatically. What keeps customers coming back, and referring all their friends and relatives, is how they FEEL about your company.

Make a Quick Shift for Inspired Service

Make a Quick Shift for Inspired Service

Sometimes it’s easy to go the extra mile for a customer, and other times it can be a real strain – especially when you’re feeling unmotivated. How can you inspire yourself to excel at service when you’re simply not in the mood?

Everything I Learned About Compassion I Learned from an Infant

Since Marilyn Suttle and I first started talking about writing a book about customer service, our focus has been compassion. When someone feels compassion, they’re able to understand another’s point...