Service is a Choice

2019-01-14T08:08:13+11:00October 30, 2018|

I was standing, next in line, in a supermarket queue where two employees were having a great chat among themselves. They were warm, kind and displayed eye contact and open body language towards each other—they were even smiling. However, when they finished their chat, I was met with no eye contact, no smile, robotic [...]

Make customer service fun

2019-01-14T08:09:17+11:00October 23, 2018|

Many employees approach customer service as a repetitive chore or task. Sad but true. So, as leaders, we have to make it fun, break up the monotony and get some dopamine running through our company’s culture. Last week, a client called to tell me about the ‘pop quiz competition’ they were running in their [...]

It’s Not That We Don’t Know How to Serve … It’s That We Have Forgotten

2018-11-26T17:01:59+11:00October 2, 2018|

What exactly are we teaching people when it comes to customer service? For many of us, we are training people in the things we learnt when we were five years old: kindness, care, and curiosity. My five-year-old niece has these attributes down pat. She follows after her two-year-old sister sharing her fruit, holding her [...]