When a restaurant patron needs help, a staff member’s announcement that “It’s not my table” is just not an acceptable answer. It’s a particularly infuriating answer when customers who have relationships with multiple service units within a larger service organization can’t get what they need and end up banging into silo walls. Here’s the sorry [...]
Tagged behavior, change, communication, customer care, customer experience, customer service, lifetime value, organization, quality, relationship, silos
March 20, 2012 – 11:15 am
A satisfactory customer experience comprises many aspects or “touchpoints,” which range from promotional appeal to product quality to ease of the transaction to delivery and billing. If you’ve been reading this blog for a while, you know that I care a lot about how it feels to work in my office. (See The Pleasures of [...]
February 21, 2012 – 11:41 am
There’s an old saw about employees quitting bad bosses more than they do bad jobs or bad companies. The grinding difficulty of a bad supervisory relationship can cause more damage than a distasteful job itself (let’s face it, lots of people have plucked chickens all day for over 20 years) or a company that’s falling [...]
January 31, 2012 – 10:26 am
The Customer is always right, comes first, and is King! And Service is our middle name, with a smile. These are lovely slogans and declarations of intent — but truthfully, people tend to pay more attention to them when they’re breached than when they’re followed. Why Isn’t Service Better? Based on typical results, you might [...]
December 6, 2011 – 12:45 pm
I’m not a fan of inter-organizational benchmarking: It’s almost impossible to replicate someone else’s successes when you don’t have their operating model, or to replicate their practices or techniques when you don’t have their culture or copy their culture when you don’t have their founding experience or history. And yet whenever you experience excellent service [...]
Liz Alt Kislik is President of Liz Kislik Associates LLC. Liz brings more than two decades of customer-focused management experience to businesses of all sizes and segments. She helps managers address complex organizational problems, particularly in the areas of customer care and employee performance.
