Common Service Language

Five Best Practices for Creating Unbelievable Customer Experiences (eBook: 13 pages, free download)

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs. You know that you only have so many tries to get it right. The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction.

Leading with Service during the COVID-19 Pandemic 5

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health …

Leading with Service during the COVID-19 Pandemic 5 Read More »

Different people value different things (gasp!)

During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America.

One common and concerning issue is differing service attitudes and mindsets of team members in different locations. I heard this concern as our clients and prospects spoke about their employees, branch locations, franchises, partners, and affiliates.

Building Block #1: A Common Service Language

The 12 Building Blocks of Service Culture offer a powerful diagnostic lens to assess, improve, and grow a stronger culture of service excellence inside your organization. These Building Blocks provide a framework for creating a culture that promotes superior service in all departments, at all levels, and continues to strengthen that culture over time.

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