One good customer service idea can spawn another! Recently I saw an example of how a remote hospital is making an effort to improve the quality of service to their customers (patients). Ross McGowan of the KTVU program “Mornings On Two” (a local morning news show here in the San Francisco Bay Area) interviewed Dr. […]

Last year I was teaching a customer service class to a group of United Nations supervisors in Italy. I had people in my class that were involved in peacekeeping missions in some of the most violent countries on earth. And still, customer service was important. The people on the front lines that are directly involved […]

During my customer service workshops I often facilitate an exercise called “Value Add or Extra Mile for the Customer”. Since it is easy for support organizations to slip into a status-quo mindset, this exercise can help renew enthusiasm and help reengage the team to provide knock-your-socks-off service. The output of this workshop are service-specific […]