John DiJulius | Customer Experience Blog

Employee bashes Customer who didn’t tip on twitter; Sasha Strauss interview on creating Customer service partnerships
Employee fired for negatively tweeting about a Customer who didn’t tip – A food truck worker was fired for calling out a Customer who didn’t tip, via twitter. The company he worked for made a public apology (also via twitter) tweeting what their employee had written “was flat out wrong. We do NOT in any way support or condone this behavior-our apologies.” I personally hope that the food truck company also called their Customer and personally apologized for their former employee’s lack of professionalism.


Does your company have social media guidelines for your employees? I can see how easily something like this can happen.  Nowadays everyone enjoys sharing opinions and getting things off their chest on social media.  Businesses need to address this with their employees and make sure they understand that it is unacceptable to complain about the company’s Customers on any public forum, including their own personal accounts.


The link between internal communication and world-class service – In my interview with Sasha Strauss, Founder and Managing Director of Innovation Protocol, he shares how important it is for organizations to imbed the brand into Customer support, therefore creating brand ambassadors. Sasha consults with companies like Warner Bros, Johnson & Johnson, Korn/Ferry International, ADP and eBay, improving their communication, especially as it relates to Customer service.  “When you go the extra mile to ensure that your service and support team comprehend your brand, you are automatically increasing the level of engagement with your Customers,” says Strauss.


Check out my interview with Sasha Strauss – You can watch the entire 20-minute video interview I did with Sasha Strauss, and see why he is an international speaker and why we are so excited that he is a keynote presenter at the 2013 Secret Service SuSasha Strauss-Service Secretsmmit in Cleveland November 4th & 5th


Creating Customer service partnerships – In the interview, Strauss, a business leader, an MBA professor at both UCLA and USC, shares the importance of Customer service “partnerships.”  Adding a level of respect and understanding of service, support, and the human element, will help set your business apart, “no matter what your business model is: business to business or business to consumer, we must always remember that we are human to human.”



Have an attitude for gratitude

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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