customer service

Typically, direct contact with customers is delegated to the lowest in rank in the company. Front desk employees. Customer service agents. But why would you? How can you delegate the most important thing, building a relationship with your customers, to people who are too often (management’s fault, not theirs) underpaid, under-experienced, under-involved and not empowered? […]

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Making a difference to a customer isn’t about big things. It sometime is just a really really small extra step to exceed customer expectations. Air New Zealand’s Drew made me realize that again. After a 24h trip from Amsterdam via London and Singapore, I had landed at Sydney International Airport to spend another 4 hours […]

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