‍Of course everyone within your company should do customer service! Even the "back of the house" employees whose job description mentions no direct contact with customers. Let's face it—surprises happen, so there could be a situation where this backline employee has to step in and speak with a customer. Also, the customer service that is extended to your customers, should also be extended internally to all team members. A key to making customer service a success is the ability for these behaviors to become an innate part of your culture, which means that you also treat your coworkers with the same respect and regard. The rewards and benefits of everyone doing customer service are vast, so read on to learn more.

"No one is so high up in the organization that they are above waiting on customers — Jack Mitchell, 'Hug Your Customers'

There’s a great deal of talk today about the importance of customer service as a key competitive differentiator. More and more businesses are coming to the point of view that customer service is not a department within an organization, but rather an attitude, a philosophy and the mission of the entire company. It is widely stated that these days customer service is everyone..."

‍Every single touch with the customer matters since each step along the way has the ability to leave an impression on your customer, whether it be good or bad. Do you know how your organization measures up at each touch point? Consider everything from the number of rings before the call was answered, to how a greeting was delivered, to how a customer was placed on hold, how long was the hold time, and all of the way to end of the interaction, which includes the farewell to the follow-up steps in place. Disney has spent years and thousands of dollars on mastering the customer experience; they truly take care and hit upon even the smallest of things that aid in building a most positive, memorable experience for all of their guests. Keep on reading to be further inspired by Disney's practices...

"We continue to hear from a number of organizations, that attention to detail is something that too often ranks low on the list of priorities, is easily overlooked, or worse yet, is completely forgotten.

At Disney, attention to detail is something of an art form, stemming from our founder, Walt Disney. In our book, Be Our Guest, entire passages talk about this passion, which one could argue is at the very core of our company’s values: “Walt was famous for his eye for detail, and he made..."

‍Problem resolution is something we spend a lot of time talking about and is a most popular training subject. Why? It's simple—when you resolve the problem in a well-received, positive way, the once unhappy customer will turn into one of your happiest customers. The time and effort you spend fixing customer problems will typically be way cheaper than the expense of trying to gain one new customer. Plus, that now happy customer will tell others about how you resolved the issue, which will gain you more customers. Talk about great marketing! So read on to get more info and tips on successful problem resolution (and don't forget to download the Problem Resolutions eBook below).

"If your work is client-based—as most creative work is—odds are there will come a time when you’re faced with a client who isn’t happy with some aspect of your work. It happens to everyone; but how you react speaks volumes about you and your creative business.

Mishandling an unhappy client can have serious ramifications—65% of consumers have cut ties with a brand over a single bad customer service experience. It costs six times more to attract new clients compared to retaining an existing one..."