by Alan | Jun 19, 2007 | Business, Customer Service, Leadership
Training in an (internal) training center where the common area between training rooms had snacks and such. Off to the side were some coffee containers with a big sign on them that said: “Coffee is for the XYZ class only.” Since my class wasn’t the...
by Alan | Apr 19, 2007 | Business, Communication skills, Customer Service, public speaking
Have had two experiences in the last week that left me wondering if I’d lost ‘it’. Neither was directly my fault and in both cases I already knew better.First, I gave a talk where The Big Cheese (the one who signs the check) and some other Big Shots...
by Alan | Mar 23, 2007 | Communication skills, Content, Customer Service, Delivery
Flying earlier in the week and heard over the PA in an airport:”American Airlines paging pilots Captain Susie Queue and John Doe. Please report to Gate 7 regarding your flight.”Now, my fantasy is to be in an airport or airline where the pilots don’t...
by Alan | Mar 20, 2007 | Customer Service, Leadership
While this isn’t a customer service blog, per se, good communication is often a part of good service, and I wanted to call out an example I experienced today.I was leaving for a trip and found out at the last minute that I lacked a piece of equipment. A call to...
by Alan | Jan 5, 2007 | Customer Service, Efficiency
Maybe it’s just me. But I’m sick of hearing that phrase from customer service when they have no intention (or ability) of doing it.Tonite it’s the cell phone. First, the phone I bought is NOT as it was advertised (understand I have little cell...
by Alan | Jan 1, 2007 | Customer Service, Efficiency
Just sat down to pay my property taxes, which is seldom a pleasant experience. As I filled in the little form, wrote the check, and stuffed it all back into the envelope with the little window, I noted that the three-fold sheet they sent me was folded in a size such...
