Category Archives: Customer Service

Service Excellence Begins with One Important Attribute

Posted on November 4, 2015 by Dave Mitchell

As I travel the globe discussing the customer experience with companies and associations of all sizes, I am repeatedly asked one critical question: How do we create a culture of service excellence?  It’s a tough one to answer. In fact, … Continue reading →

Posted in Customer Service, Selling Skills | Tagged , , , , , | Comments Off on Service Excellence Begins with One Important Attribute

Being Courteous Isn’t Enough: Four Simple Secrets to Creating Long Term Customer Relationships

Posted on June 15, 2015 by Dave Mitchell

Last month, my lovely bride and I moved.  When you move into a new home, you have a concentrated opportunity to experience service scenarios.  During the first month at your new location, you will interact with a wide variety of … Continue reading →

Posted in Communication, Customer experience, Customer Service | Tagged , , , , , | 3 Comments

Four Forgotten Elements of Customer Service Recovery

Posted on May 26, 2015 by Dave Mitchell

No matter how committed your organization is to service excellence and the customer experience, you will miss the mark on occasion.  I remember many a heated conversation between the executive team of a former employer over the notion of a … Continue reading →

Posted in Customer experience, Customer Service, The Power Of Understanding People | Tagged , , , , , | 1 Comment

Got My Mojo Working, But It Just Don’t Work On You! Part Two

Posted on March 19, 2015 by Dave Mitchell

Muddy Waters understood the challenge of rapport building.  In part one of this two-part blog post, I used the iconic Waters’ blues song to illustrate the concept of interactive style schemas and their importance to developing rapport with others.  Identifying … Continue reading →

Posted in Communication, Customer Service, Leadership, The Power Of Understanding People | Tagged , , , , , , | 1 Comment

Got My Mojo Working, But It Just Don’t Work On You! Part One

Posted on March 12, 2015 by Dave Mitchell

The title is lifted from a famous quote by the renowned social philosopher (and blues icon) McKinley Morganfield.  Mr. Morganfield, also known as Muddy Waters, was repeating the sentiment written by Preston Foster back in 1956 in the famous blues … Continue reading →

Posted in Communication, Customer Service, The Power Of Understanding People | Tagged , , , , , , | 2 Comments

Is Your Customer Satisfaction Score a Lie?

Posted on September 22, 2014 by Dave Mitchell

One of the fundamental tenets of performance improvement is to identify a metric that measures how you are doing.  In business, the typical metrics are profitability, operational efficiency, and stakeholder satisfaction.  The stakeholders are generally defined as ownership, employees, and … Continue reading →

Posted in Customer experience, Customer Service | Tagged , , | 4 Comments