Thoughts on Global Service

“Liberating” Staff and Improving Customer Service at Seattle Center

By Karin Butler, Strategic Advisor, Seattle Center Some of the most valuable ideas for improving customer service in any organization come directly from staff, who see and understand opportunities and obstacles first hand through their daily work and customer interactions. But how do we uncover the best ideas for improving customer service inside complex organizations?  …

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WestJet Activates the Definition of Service (and really good PR)

WestJet Understands the Definition of Service (and good PR) – by Ron Kaufman WestJet, a Canadian airline, created and delivered an extraordinary example of our definition of service. They took action to create value for someone else. With a cheeky Santa Claus dressed in blue and a backup team of 150 team members, the airline …

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How to Make a Constructive Complaint

It’s true. Sometimes the service you receive is way below your expectations. When that happens, you have a choice: rant and rage and bang the table for better service…OR, make a Constructive Complaint. Ron Kaufman explains how to complain to get the service you need, and help your service provider improve!

Devising a Service-Recovery Strategy

This article about making a service-recovery strategy was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) You’re on the edge of your seat. You don’t know what’s going to happen next. Your fingers crossed, the anticipation is so thick that you can smell it, taste it, and feel it. I’m talking about the great comebacks …

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Service in Singapore: It’s the Caring, Not the Caning

This article about service in Sinagpore was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Singapore is not known for being soft. On crime, drugs, graffiti, and corruption, the country is world-renowned for its tough stance, punishing offenders with fines, jail time, and yes, the occasional caning. But in the softer business of delighting customers, …

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Top 10 Signs Your Customer Service Disappoints

This article about customer service that disappoints was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Many executives I meet with simply can’t see the writing on the wall, assuming because they haven’t heard many complaints about their service, everything must be okay. That’s a dangerous position for the present and the future. Wondering if …

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Nobody Asked for Butterflies: Changi Airport

This article on Changi Airport was first published on Bloomberg Businessweek. (Copyright, Ron Kaufman) There you are, wandering through life, when suddenly someone does something unexpected for you. Instantly your heart thumps. Your face becomes flush. And your reality changes forever. I’m talking about the moment you experience butterflies. Human interactions fill our days. Some …

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