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What Your Satisfaction Scores Are NOT Telling You | The Millennial Generation Lacking Service Aptitude ( Filed under: Customer Service, Service Aptitude )

What Your Customer Satisfaction Scores Are Not Telling You  What Your Customer Satisfaction Scores Are Not Telling You Having strong Key Performance Indicators that are tied directly to your company’s Customer Experience is critical to your company joining the Customer Service Revolution. However, most Customer satisfaction reporting is not 100% accurate. This can be a […]

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Service Aptitude: The Game Changer in 2016 ( Filed under: Customer Service, Service Aptitude )

It is NOT the employees’ responsibility to have high Service Aptitude; it is the company’s job to teach it to them. WHO’S TO BLAME? If your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, 99 percent […]

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What’s your company’s service aptitude level? ( Filed under: Client Services, CSAT, Customer Experience, Customer Service, Customer Service Consulting, Customer Service quotes, Customer Service skills, Customer Service Training, Service Aptitude )

What’s the real Service Aptitude Level of your company?   Company Service Aptitude Test (C-SAT) – When it comes to Customer service, do you know the rating for your company, location or department? The DiJulius Group has created an incredibly powerful tool called the Company Service Aptitude Test. The C-SAT not only pinpoints the Service […]

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Asking your Customer to bend over; Do you know your maid’s name; Fast Food companies must engage; Hallmark testing service aptitude ( Filed under: Customer Experience, Customer Service, Service Aptitude, Social Media )

  Sheer Madness – Lululemon, an athletic apparel retail store, is currently the punch line of many jokes as a result of extremely poor judgment in how they recently handled the recall of yoga pants. Social media has sent it viral.  You see, when women came back to the store to return the too-sheer yoga […]

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Service Aptitude Starts at the Top ( Filed under: Customer Service )

  The Beast: CEO says ‘stupid’ customers deserve to pay penalty fees – I don’t make this stuff up. It is really true! Michael O’Leary, head of Ryanair, called his customers “idiots” this week. O’Leary was speaking specifically about fliers who fail to print their boarding passes before they arrive at the airport, and are […]

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Satisfying the customer pays $$: Service Aptitude Test: Coach Ron Arndt ( Filed under: Customer Experience, Customer Service, Patient Experience, Patient Services )

Satisfying the customer pays big dividends – Another report just came out demonstrating the financial benefits that companies with high customer satisfaction have over everyone else in their industry. According to research from the University of Michigan, customer satisfaction is directly linked to stock market performance. Companies with high scores on the American Customer Satisfaction […]

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FAB FIVE “Es” | Pre-hire screening tool | Engagement Indicator | Service Aptitude Index | Quote of the week ( Filed under: Customer Service, Customer Service Training | Tags: , , )

FAB FIVE – I hate platitudes. Don’t tell your employees to be present or to make or exceed expectations. Tell them how, make it black & white, and make it measurable. One of my new favorite systems for making a customer connection are the “5 E’s.” Eye Contact Ear-to-Ear Enthusiastic Greeting Engage Educate Why? – […]

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Service Aptitude Test on your Non-Negotiable Standards & Secret Service Systems ( Filed under: Client Services, Customer Experience, Customer Service, Customer Service Training, John DiJulius, Patient Experience, Patient Services, What's the Secret? )

Commandment III – III. Nonnegotiable Experiential Standards Experience standards everyone must follow Answer the following true or false. This test will show you were you have opportunity for improvement in your non-negotiable standards & Secret Service Systems. 1. Our organization is excellent at creating relationships. 2. Our personal service is not overshadowed by our technology […]

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Service Aptitude Test on Creating on your culture ( Filed under: Client Services, Customer Experience, Customer Service, Customer Service Training, John DiJulius, Patient Experience, Patient Services, What's the Secret? )

Commandment II – Creating a World-Class Internal Culture – Attract, hire, and retain only the people who have the Service DNA Answer the following true or false. This test will show you were you have opportunity for improvement in creating a world-class customer experience. 1. We have a daily staff meeting with employees, in person […]

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Take the Company Service Aptitude Test ( Filed under: Client Services, Customer Experience, Customer Service, Customer Service Training, John DiJulius, Patient Experience, Patient Services )

“Customer Service Aptitude Test” What’s the real Service Aptitude Level of your company? When it comes to customer service, do you know the rating for your company, location or department? The DiJulius Group has created an incredibly powerful tool called the Company Service Aptitude Test. The C-SAT not only pinpoints the Service Aptitude Level of […]

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