Nobody wants them, yet we all have them—angry customers. Whether you’re on the front lines or in leadership, knowing how to handle dissatisfied customers is a critical skill. Here’s a straightforward guide to navigating these tough interactions:  Stay Calm Frontline staff often bear the brunt of customer frustration. The instinct is to either fight back…

In today’s Reality Check, we’re diving into the art of smart communication — from avoiding taboo words to harnessing the power of tone.   What if you never had to apologize to a customer again, but instead had scripts at the ready to turn any potential inconvenience into an opportunity to connect and communicate?  Words and…

Let’s face it—there’s no shortage of customer service advice out there. Break room walls are practically wallpapered with motivational posters and feel-good slogans that sound great but often miss the mark.  Take this classic: “A satisfied customer is a loyal customer.”  Sounds nice, right? But here’s the tough truth: satisfied customers can (and do) leave. …

Every year, I look forward to Customer Service Week in early October. It’s a chance highlight all the hard work and effort put in day-in and day-out to deliver excellent customer service to our customers, clients and guests. This year, its October 7-11 and the theme is “Above & Beyond.” I’ve got a lot of…

When I started looking into the concept of Service Fatigue in early 2020, I had no idea a pandemic was on the way that would cause our capacity for excellent customer service delivery to plummet. Since then, I’ve been working through my Bust Out of Service Fatigue program and sharing it with key teams in…

Finding, creating, and craving joy in your work are essential parts of showing up as your best self and ensuring that teammates, customers, and stakeholders all get the most committed version of you in every interaction. And that’s not just me saying it… Learn more with the Bust Out of Service Fatigue Keynote and Frontline…