The Playful Policy Review

Point Frontline staff are taught to follow policies and procedures. Often they are hesitant to `break the rules'. Yet some rules should be broken, or changed, or at least seriously bent from time to time. Are your staff bound by rules they cannot change? If those rules are outdated or problematic, will they tell you?

I Want to Speak to a Supervisor, Part 2

Empowerment is intelligent fuel for creating self-motivated staff who will love the customers, love their jobs – and love working with you!

Say the Magic Words

There are moments in life when someone says just a few magic words that become powerful beyond the speaker’s imagination. Perhaps this has happened to you. It has to me – twice.

You May Never Know What’s Really Going On

You win loyalty when people see you are on their side, not against them. The next time you experience a negative reaction to another person’s words, actions or behavior, do some mental sit-ups before you reply. Then practice generosity and exercise compassion...

Helping Others Succeed is Good Service

All of us are partners with each other. If you help one person, maybe I will get the benefit down the line. If I help another, one day you may reap the same reward...

Keep Your Suppliers Eager With a 70/30 Split

To keep your suppliers on their toes, try this smart tip I learned from the Group Purchasing Manager of Asia Pacific Breweries. Whenever he contracts to purchase items from more than one supplier, he gives one vendor 70% of the total purchase, while a second vendor gets 30%. And he tells them both...

Service is a Two-Way Street

Delivering superior service isn’t rocket science. The fundamentals of world-class service are easy to learn – but not always easy to apply. What makes one service provider better than another is not more theory or information. It’s more action!

The Power of a Pregnant Pause

The busiest maternity hospital in the world is my client. They were once listed in the Guinness Book of Records for 'most babies delivered in one year!'

Never on a Sundae

I was passing through Kuala Lumpur International Airport (KLIA) in Malaysia, returning from a live web-cast presentation on a new e-learning channel.

The Conference Rate in Los Angeles

I was making arrangements to attend a conference in Los Angeles, California.

Hertz Rent-a-Car in San Francisco

I called Hertz Rent-a-Car, where I am a member of the 'Hertz Number One Club' for frequent travelers. I planned to use an award coupon for one free-day rental from American Airlines and additional award coupons for two more free days from United Airlines.

Another Customer Service Training Article from Ron Kaufman

Kim in Colorado posed this question: 'How do you find time to work on customer service when each day is already filled with seemingly impossible to complete tasks?'

Have You Learned to Savor the Victory

Making a living usually means generating an income, closing a sale or turning in a profit.