Most firms do not understand the financial impact of being a service leader. For many firms it is just too much work. Actually, it does not take a lot of money but, it does take a fierce and unwavering focus by the CEO and everyone in management. If you want to drive a service culture, take some time and track the financial performance of service leaders.
Many organizations have no idea how to drive a service culture. In the US most companies believe they are awesome at service but few customers would agree. Companies today are reluctant to finance training for employees to teach them superior customer service skills and to motivate them to replace indifference with enthusiasm
Recently I was in San Diego and getting ready to leave for the airport. I needed transportation to the airport so this was my perfect opportunity to use UberX. I had installed the app on my iPhone a few weeks before so I decided to give ‘em a try. UberX, by the way, is a firm that provides rides/transportation … they are NOT a taxi company. Read all about how UberX is gaining marketing share with competitve prices and superior customer service.
“I’m just 'wild' about Wilderness Safari in Botswana”. Why? In May I took a break from seminars in Kenya for Amadeus and Botswana for InXcellence to go on safari with Wilderness Safari. My wife and son joined me and were amazed at the royal treatment we received.
We have all these self‑imposed limitations that prevent us from accomplishing what we're trying to do. The purpose of "Moving Up" is to get employees to believe in themselves so they can understand the potential that they have. In the video blog, John Tschohl, President of the Service Quality Institute, talks about their program "Moving Up" in which employees will learn the ways to get ahead, make more money, and move up in their companies.
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