Category Archives: Customer Service

Do as I Say, AND as I Do!

Posted by on July 25, 2011 Comments Off
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Avish Parasharby Avish Parashar

Have you ever heard the expression, “do as I say, not as I do?”

Well, as in most cases, that’s a pretty stupid way to go. Let’s look at an example…

I went to my local library the other day (which I love) hoping to find some material to broaden my mind – or at least a good novel to get lost in. As I perused the new releases, I noticed an interesting thing: the library was quite loud.

I had always assumed the library was supposed to be quiet, like a morgue, or an audience at a John Cage Concert. This day the library sounded more like a coffee shop or small cocktail party. I could hear at least three distinct conversations echoing through the large room.

I was confused. Why hadn’t the staff quieted these warblers? I looked up to see who these vociferous windbags were… Read more »

Zoe Presenter Spotlight: Sarah Michel

Posted by on April 25, 2011 Comments Off
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Sarah Michelby Zoe Training staff

Perfecting Connecting© – what Sarah Michel calls her networking strategies to promote personal and professional success – aptly describes her expertise on the art of intentional connecting. And Sarah should know the power of networking: as a cancer survivor, Sarah’s network helped save her life. And now as a speaker, she shares the lessons she learned from her inspirational journey to motivate her audiences to connect not just for the moment, but for life.

What’s your favorite topic(s) to present on? Why?

NetWORTHing™, which is the new way to network if you want to build social capital in today’s reciprocal business climate.  I teach people how to communicate their value proposition to their network to grow their networth.  I’m all about connecting so my topics are focused on ways to improve your connection to your customers, coworkers (team building), and colleagues.  I’m a certified practitioner with Myers-Briggs Type Indicator (MBTI) and help people discover the power in personality differences to encourage innovation, networking, creativity, and problem solving. Read more »

Three Little Pigs of Customer Service

Posted by on March 21, 2011 Comments Off
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D.J. Vanasby D.J. Vanas

We all know the classic story of the three little pigs.  To protect against the big bad wolf, one pig built a house of bricks, one of sticks and one of straw.  Similarly, we all know the different facets of customer service – the good, the bad and the downright ugly.  Put them together and we have a new twist on a classic tale.  I give you the illustration below, The Three Little Pigs of Customer Service, in hopes that it inspires you to deliver great service to others whether you’re a health care worker, a CEO, a military member, a project director or a dedicated parent.

Once upon a time, in the land of Customer Service, there lived three little pigs…

The First Little Pig – built his house of straw.  This was poor decision making from the start.  This little pig provides the most selfish model of customer service for his own good – whatever is easiest and quickest, requires the least amount of concern, care or effort.  At work, this little pig does just enough to keep his job and is often as crusty as a pork rind to anyone who dares to bother him.  In his mind, customer service is not “in his job description” (even if it actually is). Read more »

What’s Your “Training Groundhog”?

Posted by on February 7, 2011 Comments Off
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groundhogby Ashley Andrus

In 2011, Punxsutawney Phil celebrated the 125th Anniversary of Groundhog Day in Punxsutawney, PA.  On February 2nd, he emerged from his burrow and (according to folklore) predicted the arrival of spring.  According to the official rules of Groundhog’s Day, if he sees his shadow, there will be 6 more weeks of winter.  If, however, he does not see his shadow, we are in for an early spring.

Giving Phil the benefit of the doubt and assuming his prediction is correct, one must admire the precision of outcome metrics: Shadow = 6 weeks. No shadow = Less than 6 weeks. Clear, straightforward, easy to use.

Phil’s system got me thinking about the metrics (and lack thereof) often associated with training initiatives. Too often, organizations implement a training program with no clear plan for identifying actual outcomes and ensuring the ROI of the investment. Read more »

Are Your People Driving Customers Away?: How to Lose a Loyal Customer in 12 Seconds

Posted by on July 6, 2009 Comments Off
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Orvel Ray Wilsonby Orvel Ray Wilson

This weekend I traveled with Denise to New Orleans to speak at the City & Regional Magazine Association conference. I was doing break-out sessions on Guerrilla Selling and Guerrilla Marketing with Social Media.

We were nearly next in line to check our bag when a burly ticket agent turned on the crowd and barked, “WHOSE BAG IS THIS?!”

“Mine,” I said, sheepishly raising my hand. I had scooted it under the queuing strap so as not have to carry it an extra 20 feet, and was standing less than 6 feet away.

“YOU HAVE TO ATTEND YOUR BAGGAGE AT ALL TIMES!” he shouted. I was like, SO busted.

“I AM attending it,” I pleaded. “I’m standing RIGHT HERE!” demonstrating that I could almost touch it.

He shouted like a marine drill sergeant, “YOU HAVE TO BE WITHIN ARM’S LENGTH OF YOUR BAG AT ALL TIMES!” Read more »

Natural Foods Store Uses ‘Organic’ Training Approach

Posted by on March 1, 2009 Comments Off
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Todd Hudsonby Todd Hudson

Whenever I’m in Portland, Oregon, my favorite place to shop is a natural foods chain called New Seasons Market. The produce is fresh. The selection is great. But what really sets them apart from every other grocery store is their top-notch customer service.

At New Seasons, there’s always an employee nearby to cheerfully answer a question or help me find an item, whether they’re behind the counter, in the aisle or at the cash register.

And it’s not just at one store. It’s at all nine of them. New Seasons employs 1,700 people. Having run operations for decades myself, I know you don’t get such consistent high performance by accident. What’s their secret? I wondered. Could it have anything to do with training? Read more »

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