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What Can A Smile Do?
Sometimes the only interaction we have with customer service people now is when we need to pick something up...
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The Behavioural Campaign
The best way to describe a behavioural campaign (that shines a light on behaviours) is to think of a...
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How Mystery Shopping Can Help You to Feel the Customer’s Experience
I am a true believer in learning by observing the “real” world. That is why, last week, I spent...
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Great Service from a Bulk Food Discount Store?
Well, I love great service, and I expect it from the upscale companies who charge more and put a...
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It’s Service Malpractice
Recently we called a contractor to evaluate a leak in our house. There was an obvious crack on an...
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Are Your People Robots or People?
I am an on-line shopper out of necessity. I really like to go “shopping” into stores and malls, but...
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Stun Them!
Recently, while I was standing in a long line at the bank to purchase gift cards, a woman turned...
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That Was An Amazing Experience and Quite Unexpected
I travel quite a bit for my job. It takes me all over the world. Working for a sales-and-service...
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Doing What Is Right
Recently I purchased a television. I had done some research ahead of time, but standing in front of 50+...
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Coaching the Business Player: What’s Your Approach?
Whether we’re coaching a player on sales or service behaviours, or how to putt a ball correctly on the...