Every day, regardless of what I am doing, I pay very close attention to how organizations provide service to their customers. Last week I had to pick up a certified piece of mail at my local post office. I would like to share a few observations with you from my visit:

The line was long. Time […]

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 […]