Just Listen

When was the last time you just kept your mouth shut and listened?

No really. Think about it. I would bet if you really put your mind to it, you would shocked at the last time you kept your agenda in your pocket and really engaged with the person across from you and listened.

Being a great listener is like being a great driver or singer – everyone deep down thinks they are great at it. And just like those pursuits, most folks are dead wrong if they would be totally honest with themselves.

The fact of the matter is we all love to talk and we all think we know best. Often times, Leaders who lament that their teams never come to them with good ideas would be shocked at what they are missing because they just don’t take the time to listen.

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The Importance of Communication and Inclusion

Have you ever been the new kid on the block in your organization? I ask because I think at a basic level we’ve all been there at some point in our personal or professional lives. Whether you’ve moved to a new city, started a new job, or been a part of an organizational shift, we’ve…

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Customer Service Resolutions to Improve in 2015

The New Year seems to make us all very reflective. It’s a chance to consider the past twelve months and plot a course forward for the coming year. We are on the threshold of 2015 and this is a fantastic time to talk about goals. Most of us have heard the idiom that we should…

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Rocking the New Year: Customer Service Trends for 2015

The number of days left in the New Year are dwindling – as is the time remaining to OWN it! The New Year always brings a sense of limitless possibilities and opportunities for success. This is also the chance to set the tone and head out of the holiday season with amazing momentum. ‘Tis the…

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Does Your Process Make Sense?

As I’ve mentioned before, sometimes you have to take a hard look at how you do things for the good of the Customer experience. I also know that we all have a boss, and most likely there are policies, procedures, or guidelines that you are expected to meet for the good of the organization. I…

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Stop Skimping on the Recognition

Everyone loves to feel appreciated. I can tell you that in most businesses there is a distinct lack of recognition and encouragement. I can also tell you that most folks really do like to hear that they are doing a good job. This is the reason why many engagement surveys ask the question “Have you…

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Customer Service Tips From Black Friday

Black Friday: Synonymous with long lines, deep discounts, a turkey-hangover, and shopping! Some think of it as the shopping equivalent of spending time in the Thunderdome. I find it to be a great time to sharpen my service acumen. The term was coined in the sixties in Philadelphia in response to the heavy pedestrian and…

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When it Comes to Service Recovery, be sure to L.E.A.R.N.

Let’s face it, mistakes are going to happen.  Sometimes you are going to fail to meet your Customers’ expectations, and in those moments, it will come down to how well those mistakes are handled. The first thing you need to do is let go of the expectation that you are going to be perfect all the…

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Five Ways Disney Gets it Right

So I wanted to wrap up my experiences in Orlando in a neat bow and share them with all of you. Those who follow my Twitter feed at @ServiceRecipe know that I spent a week at Walt Disney World attending a Disney Institute class on Leadership not too long ago. Let me start by saying…

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Just be Nice

Sometimes the best answer is the simplest. It’s amazing how often the solution is honestly right under our noses and in the case of customer service, the most basic lesson really does get us the most traction. Be nice to your customers. Wow, shocking, eh? I know it doesn’t sound like this huge revelation, but…

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