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	Three Tips for Starting a Service Improvement Initiative Starting a customer service improvement initiative is challenging for most organizations. I’ve seen countless leaders so frustrated over where to begin that they don’t begin at all. The question of how to get things started freezes some initiatives in their tracks, and what could’ve been a
Author: Dennis Snow Tags: Service Analysis \| When Bad Service Happens To Good People \| customer service 07/27/2009 6:27:00 PM EDT

	Little Things Can Mean A Lot When Customer Service Improvement Is Needed My guest blogger today is Ron Kaufman, founder of Up Your Service! College. In this post he writes about a subject near and dear to my heart: it’s usually the little courtesies and gestures that have the biggest impact on the customer experience. I can relate to the hotel experience he shares. Like
Author: Dennis Snow Tags: Commentary \| Guest Blogger \| Service Analysis 09/03/2010 12:00:00 AM EDT

	The Power of Presence Several of my previous blog posts have focused on the differences between employees who do their jobs with a “task mentality” versus employees who do their jobs with an “experience mentality.” I stress this topic so heavily because it is at the heart of what separates great service
Author: Dennis Snow Tags: Commentary \| Service Analysis \| Tips for Better Customer Service 04/08/2009 11:07:00 PM EDT

	Is Training the Answer? When employee performance issues come up, particularly in regard to customer service behaviors, organizations are quick to send their people off for training in order to fix the problem. Of course, I’m in the business of customer service training, so I’m all for employee education when
Author: Dennis Snow Tags: Commentary \| Service Analysis \| customer service 03/17/2009 1:56:00 PM EDT

	Service Improvement Assessment Whenever I’m working on a project, whether writing a new book or trying to lose weight, I find it helpful to create and regularly refer to a checklist to ensure I’m on track. A service improvement initiative involves many interrelated actions, so a checklist or assessment can identify any gaps
Author: Dennis Snow Tags: Service Analysis \| Tips for Better Customer Service \| assessment 06/08/2009 7:41:00 PM EDT

	Service Improvement Assessment This post is a duplicate of one I posted earlier this week. Some readers reported a problem downloading the attached assessment tool, so I’m giving it another try. Please let me know if you have any problems downloading from the link at the end of the post. Whenever I’m working on a project,
Author: Dennis Snow Tags: Service Analysis \| customer service \| Service Assessment 06/10/2009 6:41:00 PM EDT

	Getting Back to Basics When I first meet with a client organization’s executives to discuss a planned customer service initiative, it’s not uncommon for the group to be overwhelmed with the scope of work to be done. I often see the “deer in the headlights” looks on their faces as the leaders wonder what
Author: Dennis Snow Tags: Service Analysis \| Tips for Better Customer Service \| customer service 07/06/2009 10:01:00 PM EDT

	The Price of Poor Service A few weeks back, I posted an article titled, Customer Service and Twitter, in which I focused on how our customers can instantly let people know about their experience with us. A recent example of the power of social media is the popular YouTube video, “United Breaks Guitars.” If you
Author: Dennis Snow Tags: Commentary \| Service Analysis \| When Bad Service Happens To Good People 07/23/2009 9:45:00 PM EDT

	Customer Service Tip – Diffuse First, Educate Second I recently had the opportunity to work with Family Video, the largest privately owned movie and game “rentailer” in the United States, and third largest overall, with 612 stores. In an industry struggling to deal with significant changes, such as new rental options offered by Netflix and Redbox,
Author: Dennis Snow Tags: Commentary \| Service Analysis \| Tips for Better Customer Service 01/27/2010 11:04:00 PM EST

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