Thanks for stopping by! I’ve been speaking to teams, companies and leaders for decades, and time and again, these are the most requested — and most helpful! — resources I share with anyone looking to improve their customer service game.
I call it my Quick Six of Customer Service, and I think you’ll find at least one or two gems here that you can put to use today. Use the links below to get any one of the six resources as a PDF, or snag all six here (.zip).
The Big Seven of Service
After secret shopping many companies over the years, I started teaching what I call the Big 7 of Service. As you read, rate yourself on a 1 to 5 scale on your ability to consistently deliver on each of the Big 7. Get the Article
Great customer service doesn’t just happen. How often do we tell the customer things that happen behind the curtain that they don’t need to know? Once the lights go on and the door is unlocked in your business, it is showtime. Get the Article
Is My Body Language Showing?
It’s so important to factor in body language when it comes to making a first impression. Before you open your mouth to speak, you have already delivered a message. The words you speak, intertwined with your body language, communicate whether you are approachable or unapproachable, and so much more. Get the Article
Scripting for Superior Communication
Scripting for superior communication means using the right words at the right time for a desired result. Avoid the robotic “Do you want fries with that?” Instead, put words together in a professional, classy way that communicates great service. Here’s an excerpt from my article on just how to do this. Get the Article
How to Deal with an Angry Customer
Nobody wants them, yet we all have them—angry customers. It doesn’t matter what position you hold in the office, knowing how to handle the dissatisfied consumer is crucial. Here are 12 steps to deal with this combustible situation. Get the Article
When Did Thank You Become Hard Work?
“Thank you.” Somewhere along the line, these two easy words have become hard for people to say. I don’t mean the robotic phrase used at the end of a transaction: “Thank you. Have a nice day.” I mean true appreciation. Here’s how to get it back. Get the Article
And remember: my Quick Six is just a sampling of the training I offer to teams and leadership, both in person and virtually. If you’re interested in working together more closely, learn more about my services at GuestEncounters.com and get in touch today. Can’t wait to work with you!