NO Ifs, NO Ands and No Buts. Your Satisfaction is Guaranteed or Your Money Back!
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
Recently, Brook on my Leadership Management Team asked that I talk and write about this phenomenal company called…Chewy. I am glad she did as again,
For over 30 years I have been reading the financial annual reports from Service Leaders. I find that some annual reports are full of smoke
I created the first customer service program called “Feelings” and released it in January of 1980. We have updated the program numerous times and sometimes
I have been talking and writing about customer service longer than anyone else in the world, letting both large and small companies know that it’s
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