Let’s admit it — when it comes to dealing with customers who are stressed, some jobs are easier than others. A masseuse working in a resort spa will have more pleasant customers than a lost luggage agent at a busy airport. If your customers are sitting in a chair at your hair salon, they’re likely to be more relaxed than if they were sitting in an examination chair in a dental office.

That’s why so many customer service training programs fall short of desired results. Over the last decade there’s been a dearth of frontline training that focuses on enhancing … Read the rest

It may be a popular advertising slogan — our customers are our number one priority — but as a manager, buying into that strategy will actually reduce your effectiveness and damage your business. I learned it the hard way.

More than 15 years ago, when I started my customer service speaking and training business, I was my only employee. I was doing everything: delivering speeches and seminars, strategic planning, handling suppliers, and of course taking out the trash. When writing my lengthy “to-do” lists, I’d always rank customers as being my number one priority. Unfortunately, it took me five years … Read the rest