Advice for Graduates: Don’t Neglect Customer Service and Leadership

Dear Graduates: Have you picked out your cap and gown? Have you stenciled your amazing message on your mortar board? Are you ready to take that big walk across the stage? Before you accept that new job and head into work for the first day, here are some tips that will help you get ahead…

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Customer Service with a Critical Eye: 4 Tips to Guide Your Path

Sometimes it pays to head out and take a walk. In earlier posts, we have discussed Owning Your Dirt and how that can translate into success. The old adage of Management by Walking Around is a wise one – but make sure that the W stands for Walking with purpose rather than aimlessly Wandering. Too…

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Spring Clean Your Customer Service in 4 Easy Steps

In most areas, we are seeing the temperatures start to heat up. That was always the time when my mom would start pushing us to organize things in our rooms and throw open the windows to air out the house. It was a time to shake off the doldrums of winter and begin to embrace…

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Why Developing Leaders Will Improve Your Customer Service

Stagnation sucks. It is more than just standing still. It is more akin to wilting on the vine or rotting on the shelf. It reeks of neglect and complacency. And Customers notice. But it doesn’t have to happen to your organization. Most likely, you have some form of development program for your team, but are…

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Emotional Wake: Three Tips To Improve Your Impact

We have to remember as Leaders that our teams are always watching us to see how they should behave. If you’ve been in leadership for a while, or if you’ve recently taken on a larger role in the organization, it’s easy to forget that your words have impact. Of course, we understand that our teams…

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March Madness Teaches Us About Customer Service and Leadership

Anyone who participated in sports during his or her youth understands the importance of the team dynamic.  The good news is that it doesn’t really matter whether you participated in basketball, baseball, or bowling. . .The teamwork imperatives were the same.  As the NCAA tournament begins, and the nation becomes obsessed with college hoops, this…

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What I Learned From the Worst Flight Ever

So we all have those horrific travel stories – it is almost a badge of honor amongst those who travel often and invariably run into struggles associated with airports, hotels, or airlines. I myself have a robust array of travel related anecdotes that highlight any number of service wins and misses – but most recently…

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Five Things Mr. Spock Taught Me About Customer Service

With the death of Leonard Nimoy this week, Star Trek, and his signature character Mr. Spock, was on my mind. I am a self-confessed sci-fi geek, so I grew up loving the Star Trek Universe – from series to movies to references on the Big Bang Theory. Now that is all by way of saying…

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Train, Train, Train – and Then Train More

Training and commitment are powerful tools in the quest to deliver great Customer service. Too often those in front line roles are dumped into their positions and left to figure it out.  The problems with this (like I really need to point them out) are numerous.  When team members are left to their own devices…

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Sharing the Load and Paying it Forward

In most cases, you can’t serve your Customers alone. It takes a team. And a team takes Teamwork! If you work in a large organization, chances are you will have to fight silos every single day. It’s the reality of how humans work that we tend to group ourselves with those with whom we identify…

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