Leadership That Stimulates Change

LEADERSHIP THAT STIMULATES CHANGE focuses on the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.

Bill is recognized as the Performance Excelerator because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

As a senior executive with over 30 years experience, he works with senior leaders to navigate change and influence and inspire higher performing, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.

10 Tips for Impeccable Customer Service and Repeat Customers

Customer Service

Every business claims they focus on customer service and offer the best to their clients. However, how many really do? If you want to be able to stand out from the crowd and offer truly great customer service instead of just empty promises, here are ten great tips that will help.

Moving from Customer Service to Customer Engagement: 4 Essential Elements of Customer Engagement

Customer Engagement on Highway Signpost.

This is the second in our 6-part leadership speaker series of articles that looks at stimulating change for epic service. Every company provides customer service, and good customer service just doesn’t cut it anymore. Your customers expect a lot out of your company. They want an experience, not an uneventful interaction. In my experience as an organizational change consultant, even if customers are satisfied, there is still nothing stopping them from choosing your competitor over you. This is why you need to evolve and move beyond simply providing good customer service. Instead, focus on engaging them and creating memorable experiences. This change in approach can be the difference maker you are looking for to take your customer service experience to the next level. As consumers, we all remember those times when a company went above and beyond and exceeded our expectations or connected with us on a personal level. Don’t get caught… Read more »

6 Golden Rules for Handling Customer Complaints

Golden Rules of Customer Service

Most employees hate complaints. They don’t like having to deal with customers who call or visit their store or office with a complaint. What they don’t understand is that a complaint is actually a positive thing. You can’t always meet every customer’s expectations. The ones who don’t complain and simply never return are the ones to worry about. When a customer complains, it usually means they care enough that they would like to use your business again if their immediate concern can be resolved. Here are 6 golden rules for handling customer service complaints. 1. Offer A Sincere Apology And Thanks An apology demonstrates to the customer that you are empathetic to their concern and are willing to try and help resolve whatever complaint they have. It doesn’t matter whether it’s you or someone else at fault or if nobody is to blame — simply express concern and apologize for… Read more »

10 Customer Service Principles Every Employee Must Know

Principles on Blue Puzzle.

Even employees who never deal with the public must exhibit good customer service skills. How employees treat each other is the harbinger of how the organization will treat the public. Here is quick checklist of behaviours we should all demonstrate when dealing with colleagues or the public to ensure an exceptional customer experience — internally and externally.

Understanding Priorities To Improve Customer Service

Priority grunge icon

Yesterday I experienced one of the most common missteps of good customer service — ignoring customers to attend to “organizational” priorities. I was waiting in line to pay for my purchases, but as my turn arrived, the Manager showed up to make sure the cashier has enough change. Of course this is a good thing because it ensures that the cashier does not hold up customers because they don’t have correct change. The issue was that I was ignored while they attended to the task. When I stepped up to the counter, rather than the cashier acknowledging me before turning her attention to the task, she immediately turned to the Manager to discuss her needs. They quickly shuffled through the dollars and cents to decide what she needed. It was only 30-45 seconds, and then the cashier rang up my purchases and sent me on my way with a cheery… Read more »