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Every organization makes mistakes. Things go wrong every day regardless of how good or committed you are. Service Recovery is how you ..read more
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The backbone of great service is empowerment. My definition is for any employee to make a fast empowered decision on the spot in favor of ..read more
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I have worked with Tom Raffio, of Northeast Delta Dental, since April 1990. Back then he and Dr. Bob Hunter implemented a radical ..read more
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In 2017, Ping An, China’s second largest insurers and the biggest non-state-owned company by revenue, rolled out a “Superfast Onsite ..read more
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Recently, Brook on my Leadership Management Team asked that I talk and write about this phenomenal company called…Chewy.  I am glad she ..read more
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For over 30 years I have been reading the financial annual reports from Service Leaders. I find that some annual reports are full of smoke ..read more
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I created the first customer service program called “Feelings” and released it in January of 1980. We have updated the program ..read more
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I have been talking and writing about customer service longer than anyone else in the world, letting both large and small companies know ..read more
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Even the most successful companies are in constant competition for business.  What sets them apart often boils down to one factor… ..read more
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In a September 2018 Money magazine article, authors Megan Leonhardt and Shawn M. Carter did a nice job of showing the value of investing $ ..read more

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