(The second of a two-part series on AWESOME CUSTOMER SERVICE, part one can be found here) Before we proceed to rules 4, 5, and 6, let's do some definition of terms first. There are two types of culture in a given organization: there is the EXPRESSED culture, and there is the ACTUAL culture. The expressed culture is…
Much of my opinions here are based on my own journey in helping build STORM's customer service function. (This is obviously a work in progress) Since STORM services thousands of employees across a growing number of firms, we had to make sure from the onset we were making the right choices as far as customer service is…
A couple of weeks ago, I was waiting in line at a Toyota Service center, waiting for someone to estimate the costs for the damages done to my car. (by a brake-free 20-wheel truck going down a flyover - but that's another story) I waited around one hour. Then, someone signalled for me to proceed to a…
I still remember my first visit to LaCocina de Tita Moning when my wife took me there around five years ago. Vividly. Why? It was such an experience. A few days before our planned dinner, Pauline asked me what I wanted to order, which I found a little weird. Uhm...so can't we just order from the menu when we're…