Customer Service Innovation

I purchased a video-conferencing unit to connect my office visually with clients all over the world. To use the equipment I need a high-speed telephone line. “No problem,” I thought, “I’ll just call the telephone […]

Exceptional customer service skills are not demonstrated every day. When they are, the person who displays them tends to go above and beyond to make a customer very happy. The “Spirit of Service” Award is […]

Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who […]

Taking steps to improve customer loyalty is important, but so is growing business. What if there were a way to do both at once? Many companies try to improve customer loyalty with discounts and other […]

In quality manufacturing, speed requires standardization. No wonder Six Sigma, Zero Defects and ISO Certification receive so much time and attention. But in quality service, doing something unusual or eccentric can create a powerful impact. […]

The senior manager of a large organization called me seeking help. “We are stiff and bureaucratic,” he said, “but we want to be more open. We are formal until it hurts but we’d like more […]

Looking for a customer service improvement idea? Here’s how to get your staff suggestion box overflowing with fabulous new ideas. First, move the program online with digital instructions, submissions and replies. Making it more convenient […]

The world is changing quickly with big rewards for innovators and creators of new value. When your system says “no,” “cannot” or “won’t do it,” that’s a clue to open up for new possibilities and […]

How often is the Sales team on one side of an organization while Service is on the other? How often does this “divide” lead to the loss of possible sales, more tension between the groups, […]

Competition is healthy for inspiring a culture where customer service improvement is valued. Learn to embrace the competition and respond with improvements that better your business. I left my mobile telephone in a taxi and […]