Customer Service

Great Customer Service is Not Grumpy, Grouchy or Gross | Navigator #173

PERSONAL NOTE FROM THE LEAD NAVIGATOR The holidays are fast approaching and there are many exciting things taking place. My staff and I want to thank you for your loyal support over these many years. Please keep us in mind if your organization needs ... Read More »

Creating a Great Place to Work | Navigator #180

Creating a Great Place to Work As the economy rebounds businesses are focusing on making their organizations better places to work. They are realizing if employees and managers are unhappy, they are going to leave. Pay and benefits are important, but... Read More »

Customer Service at the Ritz Carlton Hotels

Customer Service the Ritz Carlton Way Customer service seems to be headed in the same direction as the Titanic. Why? One reason is most Americans feel customer service jobs are beneath them and of little importance. Secondly, many organizations have ... Read More »

You Cannot Just Hire Them and Forget Them | Navigator #191

PERSONAL MESSAGE FROM THE CAPTAIN OF THE SHIP You Cannot Just Hire Them and Forget Them   I am always amazed how one person can make a powerful difference in the success of a business and the lives of others. On a recent trip, I was staying at a... Read More »

Seton Health: Best Place to Work| Navigator Newsletter #157

QUOTE TO REMEMBER “The weak can never forgive. Forgiveness is the attribute of the strong.” –Mahatma K. Gandhi THE NEW AND IMPROVED BRIGHT IDEAS EMPLOYEE SUGGESTION CAMPAIGN We have revamped and upgraded our Bright Ideas Campaign. Capture hundr... Read More »

Create An E-Service Culture: It’s critical to the Survival-and the Success-of Your -Business “John Tschohl”

“E-service is the glue that holds the e-commerce process together.” So says John Tschohl, author of a new book titled e-Service and president of the Minneapolis-based Service Quality Institute. Tschohl predicts that those e-commerce compa... Read More »

Margaritas or Lemonade? Great Customer Service is About Small Details

My family and I recently returned from a vacation in Cabo San Lucas, Mexico. Traveling outside the United States gives reason for apprehension something might go wrong. Whether it is security delays, customs, the threat of terrorism, or just the inco... Read More »

The Ritz Carlton Customer Service Way

The Ritz Carlton Hotel Customer Service Way for Selecting, Training and Inspiring First-Rate Employees Bill Lampton, Ph.D. Hotel Customer Service The Ritz-Carlton does not “hire” employees, as other organizations do. According to Gerard van Grinsven,... Read More »

Putting the “Wow” Into Customer Service “John Tschohl”

Let’s face it: Every employee and every business in the world occasionally makes a mistake. What separates service leaders from the rest of the pack is how they handle those mistakes — how they meet the challenge of turning a disgruntled ... Read More »

Service Recovery | How to Improve Customer Service

“If you want to increase sales, grow a loyal customer base that is the envy of your competitors, and provide service that is worth thousands of dollars in advertising and marketing, you must make a commitment to solving your customer’s problems—and t... Read More »

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