Top 8 Customer Service Stories of 2014 – Check out 8 of the best Customer service stories of 2014:
1. The world’s friendliest restaurant – Tim’s Place is a unique, full-service restaurant in Albuquerque, New Mexico, serving breakfast, lunch and HUGS! Owner Tim Harris. was born with Down Syndrome, but that hasn’t stopped Tim from creating the world’s friendliest restaurant.
2. Pilot buys pizzas for inconvenienced passengers – After sitting on the tarmac for a couple of hours, a Frontier Airline pilot decided to buy pizza for nearly 160 passengers out of his own pocket. Frontier Pilot buys pizzas for all passengers
3. ATM (Automated Thanking Machine) – A bank thanks their most regular Customers in the most personalized and heartfelt way, by turning their ATMs into “Automated Thanking Machines”.
4. CVS stops selling cigarettes – CVS, the largest pharmacy chain in the US, made the courageous choice to stop selling cigarettes and other tobacco products in all their nearly 8,000 stores. CVS makes brave decision which costs billions in sales.
5. Flight attendant delivers hilarious safety presentation – A Southwest Airlines employee totally entertains her Customers when she says things like, “Position your seatbelt tight and low across your hips, like my grandmother wears her support bra.” And “We’re going to make sure… your carry-on items are shoved completely under the seat in front of you, leaving absolutely no room for your knees or feet.” Southwest flight attendant
Related: In only a few more weeks, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World will be available to the public.
6. Zappos caught on recording and undercover – A Zappos call center representative goes above & beyond when asked for the weather in San Francisco. Zappos caught on recording
7. The 2014 Customer service Hall of Fame – See who made the 2014 Customer Service Hall of Fame list compiled by 24/7 Wall St.
8. Waiter goes above & beyond and receives $1,500 tip – A waiter working in a Florida restaurant, was asked by a guest, for something that wasn’t on the menu. The waiter said yes and made the special request happen. As a result, that happy guest did two things, 1) bought a beer for the entire staff and 2) left the waiter a $1,500 tip. Read full story Waiter goes extra mile and gets an amazing tip.
The following is content taken from John’s soon to be released book
The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books)
What is more important: Hiring or training?
This topic is probably the oldest and biggest debate in Customer service. What is more important: How well you hire, or the training and culture you bring your new employees into? While both are very important, 75 percent is the Customer service training and service culture of your company. Do you really think that Disney has found and hired fifty thousand amazing service-minded people? There probably aren’t fifty thousand people walking the earth who were born to serve. Companies like The Ritz-Carlton and Disney find good people and put them in a strong service and training environment that doesn’t allow for — or accept — anything less than excellence.
In a blog post titled, “The Truth About the War for Talent,” author Seth Godin writes about how HR departments like to talk about engaging in a war for talent; however, it is really about finding good enough people at an acceptable rate of pay. What I like to call “reactively hiring anyone,” or “hiring anyone with a pulse.” Godin points out it shouldn’t be a search for talent-but rather a search
There are a few jobs where straight up skills are all we ask for . . . What actually separates winners from losers isn’t talent, it’s attitude. And yes, we ought to be having a war for
attitude . . . The best news is that attitude is a choice, and it’s available to all. You can probably win the war for attitude with the people you’ve already got.
John’s new book! ! The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books) – Be the brand people cannot live without. Learn how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and are making price irrelevant! Learn ways to teach every member of your organization to have empathy and compassion for their Customer, internally and externally, which builds relationships and creates emotional connection and brand loyalty.
Order yours today – The Customer Service Revolution is certain to be a best-seller. It will be available January 2015. Pre-order your copy of The Customer Service Revolution.