Here is our latest addition in the series of Chat with Service intellect. This month we had an opportunity to converse with David Gedlicka, CEO at Porsche Finance Group Romania. He shared with us his opinion on Role of Customer Experience in success of any organization. Find our coversation with him below:
Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?” Caught between making a first good impression with the senior leader and being truthful to myself, I deliberated for a few
I am into the second week of my new job and today, I brought to work a book that has greatly influenced me over the past 10 years. The book, UP! Your Service, is about how we can all step up in our service for one another. I was excited and thrilled at the same
Sometimes being closed is the best service of all. Around the world, businesses are choosing to stay open longer hours and more days. This includes retailers, banks, brokerages, call centers and service centers. Major holidays, previously sacred ground for closing shop, are also seeing more and more businesses staying open. But is this really increasing
Clients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see positive changes in behavior towards customers and colleagues. And finance always wants to know “How long before we can see
“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth? Organizations often work to establish standards for common service transactions. While specific standards for service performance can be useful they can also be
Your organization is going to get some sand in the gears, and when that happens, it’s your job to keep your people focused and enthusiastic. How do you do that? You find opportunities to educate. You recognize individual successes. You role model what needs to happen and then recognize when other people act as role models. You acknowledge service achievements.
Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service.
In this two-part blog series, I’ll provide tips on how you can strengthen your service team.
Here, in Part I, we’ll take a look at the steps you can take to make it easier for your employees to provide great service to your customers or clients.
We love receiving great customer service. That’s no surprise. But did you know that great service can actually elicit a physical reaction? A recent American Express Service Study found that 63 percent of its 1,620 respondents said they felt an increased heart rate when they just thought about great service. And for 53 percent of those studied, great service caused them to have the same cerebral response that results from feeling loved. The trick, of course, is developing a customer service team that has the skills to provide such an overwhelming reaction amongst your customers.
Catch the highlights of Ron Kaufman’s keynote speech to the annual conference of True Value Hardware Stores. Making the connection between Service, and the delivery of True Value. Watch more Ron Kaufman Keynote Speeches now.
Yes, there is a proven path to Service Excellence. But following that path requires overcoming difficulties along the way. This short video shows the challenges leaders and companies must tackle when building a strong and sustainable service culture. Watch now, then comment below. If YouTube does not play in your region, you can watch the