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4 Levels of Service Awareness...Revisited

Jana Love | Jul 21, 2015 10:00:00 AM

It remains interesting to me the surprise I will get when a company will do an unexpected service Wow! The overall positive impact that this level of service has on their customers can completely change their business platform, as well as their customer loyalty. In the service industry, awareness is a must. You have to be fully aware and fully present to give the level of service that makes people take notice and want more ~ not to mention, tell their friends. 

How aware is your company/business in regards to service awareness?  

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Topics: Exceeding Expectations, Customer Service, Training

Grande Lakes Orlando Nails Customer Service - Do You?

Katie Scheer | Apr 21, 2015 10:00:00 AM

Being in the business of making an impact on customer experiences, there's nothing that gets me more excited than being a part of, or witness to, amazing customer service.  What's better than that is when the same company delivers this outstanding level of service on a consistent basis Hats off to Grande Lakes Orlando, specifically The Ritz-Carlton Orlando, Grande Lakes, and Primo restaurant at JW Grande Lakes, for doing just that! 

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Topics: Memorable Interactions, Customer Service Skills, Being Attentive, Exceeding Expectations, Customer Service, Customer Experience

Get Back To The Customer Service Basics ~ And Stay There

Jana Love | Jan 13, 2015 10:00:00 AM

Lately, to my disappointment, I have not encountered near enough notable customer service exchanges. In fact, quite the opposite ~ until the other day! My daughter recently had surgery and her surgical pre-op nurse demonstrated service at it's finest. It was obvious that this person operates naturally from a place of compassion, but she was also textbook perfect with her service delivery ~ and in my world, with what I do for a living, I don't use that "perfect" word very often. 


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Topics: Memorable Interactions, Customer Service Skills, Customer Service Skills List, Exceeding Expectations, Customer Service, Customer Experience

Thanking Your Customers Should Not Stop at "Thank You"

Katie Scheer | Nov 25, 2014 10:00:00 AM

giving_thanksIt's fitting to discuss "giving thanks" since we are in the midst of celebrating the many things we are thankful for during this month of Thanksgiving.  In business, the #1 thing we should be thankful for is our customers, which is rather obvious since they are the reason that we are staying in business, and they help us to afford putting a turkey feast on our tables (figuratively and literally).  It's a given that we are thankful for them, but do they feel appreciated?  Before I give you tips for taking your thankfulness beyond just saying "thank you," let me tell you about an experience that we are currently having with one of our vendors (crossing my fingers that they will read this and finally choose to be different)...

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Topics: Customer Service Skills List, Being Attentive, Listening, Exceeding Expectations, Thanks and Appreciation, Customer Service

ProTip: Your Product May Not Be What You Think

Michelle Nitchie | Nov 20, 2014 8:00:00 AM

Emotions_Happy_SadAs soon as you start to see your business as a reaction-making machine, you begin to make decisions very differently.  Think of it this way: A chef isn't preparing an entrée: he is, in fact, preparing a guest reaction.  The entrée is the vehicle, not the product.  The product is the customer reaction.

- Jon Taffer, Raise the Bar

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Topics: Memorable Interactions, Exceeding Expectations, Customer Experience

10 Important Customer Service Phrases

Jana Love | Aug 12, 2014 10:00:00 AM

imagesGD0J3NVF“Customer Service is not a department…it’s an attitude.”  How true is this phrase? As much as we try to complicate what great service is…it can be pretty simple. Customer Love, by Mac Anderson, is a great book that highlights unforgettable true stories about individuals and companies who have created extraordinary service experiences for their customers. WOW's! Companies like Nordstrom, Southwest Airlines, Starbucks, and others. What makes this little book so good is that the stories collectively inspire and remind us of what great service can look like and that it doesn't have to be complicated. 

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Topics: Memorable Interactions, Customer Service Skills, Exceeding Expectations, Customer Service, Customer Experience, Culture

Tips and resources on how to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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