Tag Archives: customer satisfaction
Perhaps we’ve trained customers to believe that they’re always right or “king” so thoroughly that some of them feel “special” enough to violate institutional norms with impunity. Some of the behavior I witnessed during a business trip last month made me wonder whether we’ve taken our “customer focus” too far. Example 1: “U Can’t Touch [...]
Is this little hotel room presentation cute, or what? A couple of weeks ago my colleague Katie and I went to an all-day meeting in Virginia Beach, VA where we stayed at a Hilton Garden Inn. The property was well located, surrounded by perfect café and restaurant options. We received a pleasant welcome at check-in. [...]
It’s normal to be annoyed when you’re solicited at home by an organization you don’t know or don’t care about. But being mishandled by an organization you support can be irritating too! A fundraising call I got at home from a paid rep a few weeks ago reminded me, painfully, just how crucial it is [...]
February 12, 2013 – 10:02 am
Last week’s post, Two Practical Ways to Fix the Sorry Side of Customer Service, focused on two key aspects of service that consistently create negative experiences for customers and reps. But once you get past those elements of infrastructure, there are some deeply human aspects of service that should be addressed. After you’ve established structures [...]
Also tagged behavior, communication, competence, customer care, customer experience, customer service, employee development, leadership, management, performance, quality, service, workplace
August 21, 2012 – 10:02 am
If you’ve been reading my “service” posts, then you know that I bestow both compliments and critiques and that I typically name the recipients of praise and keep the pans anonymous. (You can check out these posts about Levenger and Winthrop University Hospital, and these about lack of communication and ineffective procedures.) When I’m criticizing, [...]
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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.
