Service Quality Institute is the global leader in helping organizations keep customers, build market share and improve the performance of the entire work force by developing a culture of delivering superior customer service.
I believe in the US too many employees believe lying is good customer service. Their focus is to make customers feel happy instead of telling them the truth. It appears to happen more in the US than other countries.
Every now and then I run into a service leader that is an example of what I have been preaching for the past 40 some years. A service leader that truly understands the power of incredible customer service. The service leader I am talking about is…Tom Raffio, CEO of Northeast Delta Dental
If you are interested in creating a service culture please contact your SQI channel partner or SQI. We have a 3 year buffet plan of learning where you get 2-3 new programs a year for a very small amount of money per person. You save about 50%. View this link if interested.
I marvel at the endless publications of the self-help books that are published year after year. I mean, the information is out there, all the tricks in the books are available for anyone to miraculously lose weight, get in shape, think positive, be a better person, get rich, etc., the “how to” information is readily available. What is lacking, however; is the attitude of the reader to own up to the opportunity and start on a consistent, long and relentless journey to accomplishing that goal. Not easy!
In May 2003 I invested in 9 service leaders for $1,000 each. I wanted to see what would be the financial returns by firms that were focusing on customer service. What I didn't understand 14 years ago, is several firms would lose their focus. Here are the results with the leaders at the top and why my $9,000 is now worth $67,705