"When you place the Guest at the center of everything you do, fantastic things are possible."
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Training Your Team to Serve
Live From Disney: Managing Change
Customer Service Best Practices
Books by Tony Johnson
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Tony Johnson wants you to deliver the BEST POSSIBLE CUSTOMER SERVICE. This book is the framework to help you CONSISTENTLY delight your Customers and Clients.Each chapter is designed to deliver meaningful Customer service lessons that can be put into action QUICKLY for the good of your Customer and your business. A unique blend of best practices, common sense strategies, and real life examples, this book will help you lead and inspire your team.Included this book are NUGGETS that will BENEFIT YOU such as:
•The Secret to Being Visible, Available, and Absolutely Engaged in Your Day to Day Business.
•The Fundamentals of Great Service and How to Inspire Your Team to Deliver Consistently and With Panache.
•The Formula for Hiring and Training the Best Possible Team to Delight Your Customers.
•How to See Innovation in the Everyday and Transform Your Organization into a POWERFUL and CUSTOMER CENTRIC Machine.
•How to Keep Service Relevant TODAY and FAR into the FUTURE through Training, Development, and Leadership.
Tony Johnson Featured Articles
The Six Canons of Customer Service
It is up to us as Leaders to be sure that our teams understand this at its most basic level, how to deliver on these principles, and have a grasp of why they are so important.In this seven part series on the Canons of Great Service, I will be expanding on the tenants of great service outlined below, what they look like in practice, and how to inspire your teams to deliver.
Make Customer Service Your Super Power
The best part about serving Guests is the ability to start new every day. In most businesses we are only as good as the last Guest we served. Each day we have the ability to be game changers. In a fundamental way, every time we have the pleasure of serving a Customer we can improve their day.
Leading High Value Customer Service
Many times it is easy to fixate on certain key touch points that drive the Customer experience within our operations - and that is often a fantastic place to start. Businesses that find the greatest success, however, take a more holistic approach to serving Guests.
Why Terrible Training is Killing Your Business
Training is absolutely the key to it all. When you receive an amazing experience and quality service, you have training to thank. Sure process and a great product are key, but there is no substitute for training.