John DiJulius | Customer Experience Blog


It’s Not All About You | Captain Charlie Plumb Keynoting Secret Service Summit
July 13, 2016, 6:03 am
Filed under: Customer Service, Robin Dreeke FBI, Secret Service Summit
It’s Not All About You

Many successful people know how to build rapport. That is how and why they have risen to the success they have. However, what they don’t know is how to teach it and how to train their employees to do it. Former FBI agent, Robin  Dreeke, shares how to build rapport with anyone, even strangers instantly in his book It’s Not All About “Me”. I thoroughly enjoyed his techniques.

Human Beings Are Genetically Coded to Be Self-Centered

Dreeke shares how studies have repeatedly shown the happiest individuals in the world are the ones with meaningful relationships. “The main objective in all engagements is simple; the person you are engaging must leave the conversation and interaction feeling better for having met you,” he writes. “A great conversationalist and rapport builder will put the entire focus on the other individual. When we aren’t anxious to tell our own story, we also tend to listen and hear better.”

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Put Your Own Mask On Before Helping Others | Your Best is Unacceptable
July 7, 2016, 7:03 am
Filed under: Customer Service, John DiJulius
Your Best is Unacceptable

This may sound mean or unsympathetic, but one of my least favorite sayings is “I gave my best.” To me, it is an unacceptable crutch. I don’t want to hear it.

My personal feeling is this: when the goal is to accomplish greatness, go  where no one or team has gone before. I wasn’t asking for your best effort; your best is what you were capable of in the past. I was expecting you to figure it out, to try a thousand ways; if need be try another thousand ways. I was expecting you to innovate, lose sleep, get around it, find loopholes, research, sweat like you never have before. Every extraordinary accomplishment, invention, or revolution was not a result of someone giving his or her best. Somehow that person or group found a way to do what no one else could do; they did the impossible; they did what no one had ever done before. The real issue is: it’s not the effort that is in question at the moment or during the event; it’s what you put into it leading up to it. Whether you win or lose, get the sale, or ace the test, it is all determined by the effort given in preparing for the event. Every match is determined long before the contest happens. So the next time you fail, before you want to make yourself feel better by saying “I did my best,” consider if you had given your best in the preparation. The actual effort given in the event has the littlest to do with the outcome.

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I dare you to post your Customer’s negative reviews | Uber reviews their Customers | The Trust Edge
June 29, 2016, 6:21 am
Filed under: Customer Service
What if you posted all your Customer Reviews on your website?

What if you had your Customers review all your Lawyers, Account Executives, or the products you sell and then you posted them on your website?  I am not talking about raving fan testimonials. All of your Customer reviews, allowing Customers and potential Customers to see who your highest and lowest rated service providers or products are. Customers could see things like, “Jeremy was extremely slow to respond to my calls and emails.”

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Be incapable of discouragement | Talk less – smile more | Verne Harnish Keynoting the Summit
June 15, 2016, 6:48 am
Filed under: Customer Service, Customer Service Training, Verne Harnish
Talk less – smile more

Richard Branson shares great advice in his blog titled, Talk less – smile more. “If everyone [talked less and smiled more] the world would be a happier place. Stop to really listen, pay attention to your companion, and truly hear what they are saying, is all too rare. Often we are too quick to step in and talk over them, especially in the business world. When you take a step back, smile, and listen, it can be really rewarding. It will also often end up in a more meaningful connection, which will in turn lead to more smiles.”

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Part time employees hurting companies’ Customer Service
June 8, 2016, 6:07 am
Filed under: Customer Service, Customer Service skills
Are part-time employees hurting the Customer Experience your company delivers?
Since the recession and Health Care Reform we have seen a huge trend of companies shifting workers to part-time to lower payroll and avoid paying for employee health insurance. However, there is one company, Sheetz, headquartered in Altoona, PA, that is bucking that trend and is made up of a majority of full-time workers. Leaders at the convenience-store and gas-station chain say having full-time workers behind the register results in better customer service, lower turnover and a more engaged workforce.  Executives agree this will lead to higher sales and profits, which was reported in an article, “Full-Time Hires Buck the Trend at Fast-Food, Retail Chains.”

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Results from Building a Relationship Center
June 1, 2016, 6:50 am
Filed under: call center training, Customer Service
I have heard some great feedback since my article titled, “Turning your Call  Center into a Relationship Center” was published at the end of March.  Many people have shared with me that they have implemented some of the tools discussed and have seen success in a very short time.  Others shared that they have identified a date to conduct their own Customer Experience Cycle (CEC), and will keep me posted on the results.

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You want Customer loyalty? Be brilliant at the basics
May 25, 2016, 6:24 am
Filed under: Customer Service
Customer Bill of Rights – Burden of the brand

World-class service companies have what I like to call a “Customer bill of rights” that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect to see a Disney cast member, in full uniform on break, chewing tobacco and spitting on the ground near the front entrance where guests are walking by? Doubtful. Or would you ever think a Ritz-Carlton employee, when asked for directions to the ballroom, would give a response like “I don’t know, I work in housekeeping”? Highly unlikely! One of the most effective ways to elevate your company’s Customer service level is by instituting your own Customer bill of rights.

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