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 when you are at fault or when you are perceived to be at fault and make the customer fall in love with you. To just say I am sorry is … Read moreNovember Service Recovery
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 the customer. No asking for approvals. No delays. No moving the request up the chain of command. I think most CEO’s believe their employees are empowered, The description of empowerment … Read moreGet Over Happy Customers with Empowerment
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 Service Excellence at Delta Dental Plan of Massachusetts. In 1995, Raffio took the position of President & CEO of Northeast Delta Dental, which was in financial crisis. He immediately implemented … Read moreHow a Small Insurance Company Uses their Service Guarantee to Increase Revenue 7 times
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 holders to submit claims by simply operating a smartphone app and answering a few questions. Fender Benders, even minor ones, used to mean interminable hassle for Chinese drivers. One could … Read moreAuto Insurance…The Need for Speed.
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, here is a company that stands out, became very profitable, and is focused relentlessly on Great Customer Service. Following are just a few of the questions that I feel are … Read moreThe Power of Great Service – Chewy
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 because they manipulate data and just dream about being a service leader. Authentic Service leaders, on the other hand, do a great job. I have highlighted key ideas so you … Read moreCustomer Service Leaders Financial Returns
Watch Customer Service Strategy for Local Government on YouTube I’m John Tschohl. I’d like to talk about the service strategy for local government. I happen to live in Bloomington, Minnesota. I think it’s probably one of the most customer service driven cities in the world. If you want to improve the customer experience, if you … Read moreCustomer Service Strategy Local Government