Order Now: The Customer Service Revolution
November 06, 2014 | By: John DiJulius
John’s new book! The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books) – In today’s world, it is all about rapid transactions versus genuine interactions. John DiJulius illustrates ways to teach every member of your organization to have empathy and compassion for their Customers, internally and externally,… Read Full Article
Things Your Customer Does Not Want to Hear
October 30, 2014 | By: John DiJulius
1. “No problem” – The biggest street-slang terms used in every business today are the responses “no problem” or “not a problem.” By saying “no problem” the message is that what the Customer is asking of you is not a problem for you. However, when we are serving others, it is not about our convenience;… Read Full Article
How “Policy” Destroys Brand Loyalty
October 22, 2014 | By: John DiJulius
Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them. This leads to… Read Full Article
Is Zappos that good at Customer Service?
October 15, 2014 | By: John DiJulius
Manager fired for poor responses to negative reviews – A manager at the budget Georgian House Hotel, reacted unprofessionally to Customers who complained about his hotel on TripAdvisor. Instead of reaching out to see how he could make it right, he took the total opposite approach! The goal should be to have Zero Risk to… Read Full Article
Surviving The Social Media Storm
October 08, 2014 | By: John DiJulius
JetBlue creates great Secret Service system – JetBlue Airways announced recently that it will provide each inflight crewmember with an iPad mini in order to enhance their ability to deliver a personalized Customer experience. This Secret Service system will allow flight attendants to know more about their passengers onboard, i.e. Customer intelligence. By December 2015,… Read Full Article
