Next Time Stop and Wait for the Answer

How you doing? What’s up? How’ve you been? Hey, what’s going on? Is this how you greet friends, acquaintances or coworkers?

Next Time Stop and Wait for the Answer

Here’s a scenario:

You’re walking down the street or the halls at school or work and you come across someone you know; not your best buddy but someone you’re familiar with. You’re not looking to get into a big drawn-out conversation but you do want to acknowledge him and at least say hello.

So, you toss out the familiar, “Hey, how you doing?” and keep walking. He does the same; but as you get a few steps behind him you feel guilty. You probably should have stopped and talked to him for a few minutes – but you’re in a rush – you “have no time”. You’re just wanted to be polite.

But being polite is not enough. Take an interest in others. If you have the time to say “what’s up?” you have the time to ask a genuine follow-up question to let that person know you care about them.

Now, I have a question for you…

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How to Stay Popular in the World of Amazon Prime

According to an article I just read in the Daily, furious Amazon Prime subscribers threaten to file a class-action lawsuit after the firm shut down THOUSANDS of accounts without warning. Guess they’re no longer popular in the world of Amazon Prime.

Popular in the World of Amazon Prime

And when the Prime subscribers reached out to Amazon to figure out why their account was closed, the firm gave them few details. Was it because they didn’t make enough purchases? Was their payment late? That’s the problem, the customers don’t know why.

Beginning last week, many took to Twitter to express outrage that Amazon had shut down their Prime accounts. Many affected customers say they were never informed of an account closure.

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8 Mood Altering Tips Your Customers Will Love You For

...and you won't need a Mood Ring!

Mood affects how you behave and how you behave affects your ability to care for your customer. This prompts the question; “Can you put your mood on hold while caring for your customer?” If so, do you need a Mood Ring to do it? No, not at all…

8 Mood Altering Tips Your Customers Will Love You For

Ask yourself if you are willing to shift your mood into neutral so you can better understand customer needs? Remember, your customer (your guest), has their own issues to deal with and is put off when your mood is less than happy, welcoming and appreciative.

You need to snap out of your funk when you leave your house. When you arrive at work, walk to the back of your car, open the trunk, and “stuff all your problems inside” then slam the door.

Now you’re free to smile and take on the world.

Here’s 8 Mood Altering Tips Your Customers Will Love You For

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Leadership Series: Adam Toporek of "Be Your Customer's Hero®"

Adam Toporek is an internationally-recognized customer experience expert, keynote speaker, and customer service trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He’s my special guest for today’s Leadership Series.

Leadership Series: Adam Toporek

Q1: Hi Adam, thanks so much for joining me today. I’ve been following your work for some time and I must say you’re doing great things. Now, I know you got your start running a small business. So how has that shaped your view of customer service?

I’m a third-generation entrepreneur, so small business is my blood, but I also have two business degrees. When I started down my own path as a retail business owner, I quickly realized how crucial customer experience is and how much of what I learned in business school conflicted with providing great experiences.

Here are three ways my view of customer service was shaped by my retail experience:

1.    Customer lifetime value is everything. Focus on the customer relationship and not short term profits or experience-deteriorating cost controls.

2.    Command and control management only works in the short term. To lead people for the long term, you must motivate not master them.

3.    Customer service is not natural. Don’t expect employees, especially those newer to the work force, to naturally provide great customer experiences. Training is essential.

Q2: To piggyback on your book’s title, how can a business “Be Your Customer’s Hero”?

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Are Moments of Truth Really Worth All The Fuss? a single interaction can make or break the entire customer experience

“Although companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment. According to Forrester research, only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded.

Are Moments of Truth Really Worth All The Fuss?

What’s regularly missing is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people into strong and committed brand followers.

That spark and the emotionally driven behavior that creates it explain how great customer service companies earn trust and loyalty during “moments of truth”: those few interactions (for instance, a lost credit card, a canceled flight, a damaged piece of clothing, or investment advice) when customers invest a high amount of emotional energy in the outcome. Superb handling of these moments requires an instinctive frontline response that puts the customer’s emotional needs ahead of the company’s and the employee’s agendas.” So says McKinsey & Company.

What does this mean to the middle manager or supervisor who struggles with the day-to-day challenges of his/her operation?

How much effort, and resources, should

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This is Why Your Employee Morale is Poor (And What To Do About It)

...5 strategies for boosting agent morale

Increased wait times, dreadful closing percentages and low productivity; that’s what was in store for me as I entered the contact center. Sounds like fun, right? Oh, I forgot to tell you, employee morale is poor too!

This is Why Your Employee Morale is Poor

How many times have you heard executives talking about how to increase employee morale and wonder how they ever got promoted to their positions in the first place? They have no clue how to do it and what tactics to use to fix the issues in their departments. They try rah rah sessions, schedule more meetings and add another training class or two and still their employees have the longest faces you’ve ever seen.

They don’t focus on the day-to-day mechanics of their department(s), don’t show the proper support for their staff and then ask, “what happened?”

Here a recent example: morale killers, low morale at work, employee morale ideas, 

In one of my first assignments as Area Director of Training, my goal was to find out why our CRES Department (central reservation) had high turnover and low agent morale. I sure had my work cut out for me.

There were approximately 32 cubicles, most with double computer screens, but less than half were manned – it seemed strange for a Tuesday at 10 am. (This was my first bad sign.)

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World’s Top 30 Customer Service Professionals for 2018

Honored to be chosen as one of the “World’s Top 30 Customer Service Professionals for 2018” by

Customer Service Global Guru Steve DiGioia

Wow, what a list to be included with. Here’s some of the others “gurus”:

Ron Kaufman, Chip Bell, Shep Hyken, Jeanne Bliss, Jeff Toister, Don Peppers, Micah Solomon, Dennis Snow and many more. It’s the who’s who of customer service.

Here’s from the Global Guru site:

The Top 30 Gurus, in their respective categories are the “Cream of the Crop”, the World’s Top 30 most influential Professionals Speakers, Trainers and/or Consultants in their areas and have received more than 500 votes each. All not only apply their own principals to achieve superior results in their organizations, but develop and influence people and organizations throughout the globe.

Our research came from e-mails sent to 22,000 business people, consultants, academics and MBA’s around the world for nominations and our public opinion poll.

Pretty humbling…thanks for your support.

Do You Have Shrinkage? Here’s 8 Ways To Fix It

…the cold weather affects us in many ways

Ok, I know what you’re thinking. We all hate those embarrassing times when, at the least opportune moment, we realize we are not up to full capacity.

Someone called out sick; someone is taking an unscheduled break or half the staff seems to do you have shrinkagebe working like robots with little concern for the customer’s best interests. What happened?

Well, you have shrinkage.

Not shrinkage of material or even product but shrinkage of willpower and desire to improve.

The winter blues affect more than just our personal mood, it changes the mood of our entire business.

Loading docks now seem to be littered with windblown debris, you hear people coughing all the time and employees are office bound – unwilling to venture outside for lunch or fresh air. Outside sales calls taper off and with it go employee commissions.

Not the best work conditions, right?

When we’re “trapped” in the office it’s no different than kids locked in the house over a long rainy holiday weekend. They get bored and “go crazy” really quick. At work, the already poor conditions become amplified for the employees.

The office bully again rears his ugly head, the annoying boss becomes more

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Leadership Series: Shep Hyken

...the #1 customer service and experience expert

As I prepared my initial list of the customer service leaders I wanted to interview for this series I realized no matter how good it was it wouldn’t be complete without the “undisputed champion of customer service” – Shep Hyken!

Leadership Series: Shep Hyken

Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  He is a New York Times and Wall Street Journal bestselling author.  Here’s our interview, enjoy…

Q1: Hi Shep, thanks so much for joining me today. I know you have some great stories so let’s get right into it.

I read where you performed at the Playboy club at the age of 16. What was that like?

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Sometimes You Just Gotta Toot Your Own Horn

...10 things that start off 2018 on a high note!

Hi Team. I wanted to take this time to thank you, my loyal readers, for your support over these past few years as I’ve written this blog. The process has been fun and gives me an outlet to vent some customer service frustrations from time to time (plus management and leadership frustrations as well as positive thoughts).

Gotta Toot Your Own Horn

2018 has started off on a great note and I wanted to share some news and info on many great things that has happened over the past 2 months.

UPDATE: March 2018

Customer Service Global Guru Steve DiGioia


So honored to be voted one of the “World’s Top 30 Customer Service Professionals”  by!


1. LiveAgent voted my post: “Do You Have To Be Assertive To Provide Great Customer Service?” as one of “The Absolute 99 Best Customer Service Posts of 2017”. Click the photo to read all 99. Mine is #43.

Steve DiGioia Absolutely 99 Best Posts of 2017

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