Customer Service Mindset

Should You Crack The Tough Nuts To Improve Customer Experience?

Years ago I used to focus on the worst members of the audience hoping to improve customer experience. The ones who crossed their arms and legs, never smiled, hardly said a word or took a […]

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Responsibility + Sensitivity = Cooperative Authority + Customer Service Leadership

E.J. wrote from the Middle East about a situation calling for customer service leadership: Ron, I was wondering if you can give me some advice. I work as a salesman and the company owner is […]

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Lifelong Learning, Customer Service Education Is A Passion

I am sometimes asked, “Where did you go to school and what did you study?” I graduated from Brown University in 1979 with a degree in International Political History. But my customer service education and […]

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Make The Shift From ‘Me’ To ‘We’ To Improve Customer Satisfaction

The most listened-to radio station in the world is WII-FM, which stands for “What’s In It For Me?” Some people use this question like a trump card. Answer well and you will get my cooperation. […]

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Improve Customer Loyalty By Combating Negativity With Compassion

We meet people face-to-face, at counters, in meetings, in writing and over the phone. Often our moments of contact are brief, fragmented, and mere snapshots in the longer movie of their lives. We form impressions […]

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Do The One Big Thing To Improve Customer Service Quality

Ever procrastinate? Who doesn’t! I often find myself digging through piles of mail, e-mail, invoices, newspapers and telephone messages when something more important is waiting for my attention. The thought of that “one BIG thing” […]

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Stretch Yourself To Gain A Hands-On Customer Service Education

Customer service education is a lifelong pursuit that offers lessons on nearly a daily basis. The more you learn to stretch your sense of service, the more you will learn about yourself, your business and […]

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Define Your Purpose To Boost Customer Service Skills

Having a clear picture of who you are, what you do and why you do it can increase your customer service skills like nothing else. When your purpose is clear in your mind, you will […]

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Disney Dreams Demonstrate Customer Service Excellence

Disneyland puts on an extravaganza of lights, fireworks, characters, and special effects called “Fantasmic” every evening. In the performance, Mickey Mouse has a dream with all his friends singing and dancing with joy. As my […]

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