NO Ifs, NO Ands and No Buts. Your Satisfaction is Guaranteed or Your Money Back!
While the world is shut down, there are a few firms that understand the pain their customers are going through because of COVID-19. This is
The world has been shut down globally while the COVID-19 is ravaging the world. Many of us are supposed to not leave our homes on
I am in the process of writing a new hardcover book for an expected release date of September titled “Relentless”. With Customer Service being my
The biggest problem of many CEO’s is that they are not relentless when it comes to customer service. The exception to the rule is Tom
As we enter 2020 I wanted to share some ideas on how you can personally become a Rockstar and develop a team of Rock stars.
There any many doors a customer enters, and many people the customer interfaces with, when one person screws up it impacts the entire customer experience.
Every organization makes mistakes. Things go wrong every day regardless of how good or committed you are. Service Recovery is how you salvage a problem
The backbone of great service is empowerment. My definition is for any employee to make a fast empowered decision on the spot in favor of
I have worked with Tom Raffio, of Northeast Delta Dental, since April 1990. Back then he and Dr. Bob Hunter implemented a radical Guarantee of
In 2017, Ping An, China’s second largest insurers and the biggest non-state-owned company by revenue, rolled out a “Superfast Onsite Investigation” system — enabling policy
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