How Hot is Our Service?

Excellent service quality training is important, and sometimes a classroom is the best place to provide it. But training should be always supported by a work environment that generates...

Nice Work! Well Done! Keep It Up!

I like to (quickly) thank those who give me good service, and (gently) critique those who don’t. Here’s an easy and effective way to do it...

To Inspire Perfect Service – Tip!

When a service provider receives acknowledgment and encouragement from the very beginning, they may do much more to serve you well. Everyone appreciates being appreciated, occasionally in advance...

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!

Credibility Comes from the Customer

Industry partners should cooperate to build a better future. But remember, the greatest partner for your prosperity, progress and promotion is a truly delighted customer...

Don't Fire Your Customers - Try Upgrading Them First

All over the world I teach people how to serve, surprise and delight their customers – how to keep them coming back for more.

It's a Lose-Lose-Lose Situation

One customer complained when served by a 'Trainee' at a five-star hotel. If served by someone not entirely qualified, he wondered, should he pay a less-than-qualified rate?

Give Yourself a Vigorous Visual Audit

This Ivy League institution is a powerhouse of education and research. But you wouldn’t know it from the huge cracks and peeling paint on the walls of the Student Union.

If Not This Time - Perhaps Later

Ever worked hard on a proposal and not been awarded the contract? When it happens to me, I say 'Thank you.' My follow-up notes read like this:

Developing an Eye for Detail

I flew Business Class on one of the world’s largest airlines and found myself in a chair padded for pleasure.

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.

Get Yourself Spring-Loaded

An e-mail arrived with a fragmentary phrase that absolutely caught my attention. The writer referred to many upset customers being 'spring-loaded in the pissed-off position.'

The Conference Rate in Los Angeles

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

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?'

An Apple a Day Keeps the Customer

A large grocery store opened a new outlet in my neighborhood. A small basket of red apples sits by the cash register. The sign in the basket reads: