• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer

Chart Your Course International

We help businesses transform themselves into exceptional places to work that attract, retain and motivate people to their full potential.

“Creating Great Places to Work”

Call 770-860-9464

  • Home
  • About Us
    • Gregory P. Smith
    • What We Do
    • Photo Gallery
    • Press Center
    • Client List
    • Testimonials | Speaking
    • Client Testimonials | Training
  • Keynotes
    • Watch Videos
    • Topics
    • Client Testimonials
    • For Meeting Planners
    • Request Speaking Engagement
  • Solutions
    • Take a 5-Minute Organizational Health Check
    • Consulting Projects
    • Suggestion Campaign (BIC)
    • Employee Retention
    • Executive Retreats
    • Team Building Workshops
  • Training
    • Custom Training
    • Online Training
    • Leadership Courses
    • DISC Workshops
    • Customer Service Programs
    • Healthcare Customer Service
  • Assessments
    • Why We Are the Best
    • FREE DISC Report
    • Sample DISC Assessments
    • DISC Reports
    • Sales
    • Emotional Intelligence Report
    • Organizational Surveys
  • Certification
    • DISC Certification Virtual – Live
    • DISC Master Certification
    • One-on-One Web Certification
    • Self-Study DISC Certification
    • Emotional Intelligence (EQ)
    • Certified DISC Trainers
    • Live Driving Forces Program
    • Driving Forces Self-Study
    • Client Testimonials
    • Members Only
  • Resources
    • Free DISC Report
    • Navigator Newsletter
    • Evaluate Your Business – Free Health Check
    • Articles
    • Free DISC E-Book
    • Teambuilding Exercises
  • Shop
  • BLOG
  • Login
  • Contact

February 17, 2008 by Greg

Customer Service

Good Morning Greg,

I thought I would share with you a revelation in how I perceive world class
customer service.

After years of sharing information with you, I have also read the customer
service training regimens of Disney, Windham Hotels and have been fortunate
to employ a previous employee of Ritz Carlton.

I made a classic mistake. When reviewing and tracking performance I found
that I would undergo peaks and valleys of customer satisfaction statistics.

They directly linked with when I would have customer service training
classes. My peaks directly followed my training regimens and I had
impleneted a three class module that included, What level of service we want
to deliver. Problem Solving and a service recovery plan. Delivery value by
performing beyond our service commitment.

The training did not make the change permanent and would dip customer
service statistically because I failed to recognize I had not made a
permanent change in each associates concept and delivery of outstanding
service.

Repetition and reinforcement of a skill set can take substantial and ongoing
training and not just a one, two, three approach. I failed to change the way
people think by giving them constant reinforcement and thus old habits
re-appeared.

Customer service will now become a constant and consistent part of our
culture. You have to live and breath customer service to be consistently
effective. We now do round table problem solving at a unit level every week
for about 10 minutes and discuss openly service challenges and how they were
handled. Every manager in this company is charged with permanet effective
change.

Have you written or do you know of a good source for change management. I
have been through four acquisitions is as many years and unfortuneately the
stock holders have failed to substantiate any value in their Human Capital.

Poor communications and I suspect some poor business acument have reeled
this company. Our name will change on 1/1 and I have to find a solutions to
get these people to take control of this situation and empower everyone to
take a long look on what ddirves a healthy, happy company. I believe real
wealth is achieved by taking a long term approach and not necessarily
looking at short term gains. I see some things that make ke very skeptical
and it may be time for me to move on as I perceive my philosophies of
effective Human Captial Management to conflict with current ownership. I
guess I ma reluctant to face that after 11 years of hard work and trying to
build a Legacy to be proud of I see that interests lie only in money
andbeing ruthless is a vialbe option. Not for me.

Your opinion would be of great value. I see symptoms that make me very
uncomfortable.

Dave

Posted by Chart Your Course International
We show businesses how to hire, retain and engage the workforce.

Home


770-860-9464

Visit Our Customer Service Training Programs and Customer Service Videos

Filed Under: Uncategorized

Primary Sidebar

Search This Site

DISC Certification & Training

View Training Calender

Have Questions? 800-821-2487 or 770-860-9464

Preview Management Training Courses | Free Previews

Free Online Course Preview

Team Building Exercises

img

Complete 100% Money Back Guarantee

Our Newest and Latest Version!

icebreakersrotary

Best Icebreakers and Teambuilding Exercises Digital E-Book Pdf

Automatic Download of the E-book within seconds after you click on the “Buy Now” button on our store.. You can read it on your computer in PDF format if you like, or print it out on your printer. No shipping charges.

More information 

Icebreakers and Teambuilding ExercisesIcebreakers & Team Building Exercises – E-Book Version

  • Co-Operation
  • Crash in Piranha Valley
  • Golf Ball in the Bag
  • Space Mission to the Moon
  • Torpedo Weapons Loading Exercise
  • Scavenger Hunt
  • Terrorist Toxic Explosive Situation

 

More information

Bright Ideas Facilitator Kit

Order the Kit
Bright Ideas Employee Suggestion Campaign

Footer

IMPORTANT LINKS

  • Free Newsletter
  • Free Resources
  • DISC Certification Training
  • Executive Retreat Facilitators
  • Store
  • Blog
  • Management Training Programs
  • Privacy

RECENT POSTS

  • Getting Your Oil Changed the Ritz-Carlton Way March 21, 2023
  • How To Retain Employees in an Unstable Job Market December 15, 2022
  • 3 Tips for Training Leaders to Work With Remote Teams October 25, 2022
  • Why Hiring is Irrelevant if You Can’t Solve Retention August 24, 2022

LOCATION

Chart Your Course International
Chapel Hill, North Carolina

(770) 860-9464
CONTACT US

Free ebook

Online Training Courses

SPECIAL SAVINGS! GET 50% OFF ALL COURSES (770) 860-9464

©2002-2023 Chart Your Course International Inc