For Empowering Your Employees

Making a Difference in a Competitive World

Meeting top executives of Saudi Airlines and Talal last month I ran into the most customer driven security guard of my entire life. His name is Talal AlHarbi. 

If You Can’t Say Something Nice About Customer Service…COMPLAIN!

Fewer than half of unhappy customers will bring a complaint to your attention. Those who never say anything will tell an average of 11 or more people about their bad experience. It is important that we recognize complaints as opportunities!

7 Key Drivers for Great Customer Service

Most organizations in the world believe they deliver awesome service. To reinforce this, firms spend most of their money on surveys. With every transaction they want a survey. The NPS score is critical for so many firms. They tend to be everywhere and customers are bombarded with e-mail or online survey offers from companies who want to know their opinons about their products, services, etc.  The problem is most customers think customer service is lousy. Most people would have trouble identifying 5 firms that deliver exceptional service.

If You Want an Employee to Make an Empowered Decision, It Takes 2 Miracles at One Time.

The most difficult skill to get almost any employees to use is Empowerment. Trying to get an employee to make a fast, empowered, decision in favor of a customer takes two miracles at one time. Regardless of how committed the CEO is, it is almost impossible to get your employees to spend even $5 without asking their supervisor or manager for permission.

Customer Service Hell ls Spelled...IVR!

 What level of purgatory is your customer service in? Escape the heat with these tips...

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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?

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Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?