Enjoy this complete keynote speech by Ron Kaufman at the Swiss National Excellence Awards in Lucerne, Switzerland on customer service and Uplifting Service Culture. Ron Kaufman is rated one of the “Top 25 Hot Speakers” … Read More
Tag Archives: service recovery & guarantees
10 Reasons Why Customer Complaints Are Good News (Part Two)
As I wrote about in Part One of this mini series, customer complaints can be great opportunities for you and your team to learn and grow. As promised, here are five more … Read More
The Value of Customer Complaints: Ten Reasons Why Complaints are a Good Thing (Part One)
Learning the value of customer complaints is an important step in taking your company to the next level. It’s a fact. When things go wrong, customers will complain. But if you know … Read More
11 steps towards a culture for service recovery
Leading organizations in many industries have sharpened service recovery into a potent competitive edge. They understand the power of effective recovery as a customer retaining and employee engaging technique. To build a … Read More
Inside Job: Why Dealing with “Difficult” Colleagues Will Lead to Happier Customers
Too often, organizations promise satisfaction to external customers and then allow internal politics to frustrate their employees’ good intentions to deliver. It’s important to remember that your customers aren’t the only ones … Read More
Say What? Five Quick Scripts for Responding to Customer Complaints
The last thing a customer with a complaint wants to hear you say is: “You’re wrong.” What they want to hear is that you understand them, appreciate them, and agree with them … Read More
Living Globally, Contributing Locally – The Expat Living Interview with Ron Kaufman
This interview was originally published in EXPAT LIVING Magazine, and written by Monica Pitrelli. Struggling with bad service? Yeah, us too. But before you unleash on the next bumbling waiter or clueless … Read More
Is Your Company Naughty or Nice? Get Customer Service Tips for this Holiday Season – Part One
Generally, companies try to stay on their best behavior all year long by applying these Customer Service Tips. But during this holiday season—with decked halls, crowded malls, shrinking bank accounts, and frayed … Read More
Growing Your Business with Service Recovery
No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, … Read More
How to Turn an Airline Flight Delay into Customer Loyalty
By Neil Baron, originally published on PragmaticMarketing.com Seven best practices for service recovery Each time a flight is cancelled, it’s an opportunity to irritate 300 captive customers. Through service recovery, it’s also … Read More