There's still a strong feeling of 'Yeah, I know it' when it comes to providing brilliant customer service. You know what you should do - the question is do you do it?
When did you stop learning? How much knowledge is enough?
Let me make a wild assumption - you've just subconsciously said 'I never stop learning and there's never enough knowledge'. So if that's really the case, what was the last piece of new customer service knowledge you discovered, fully understood and applied to your ways of working? What have you changed about the way you work in the last 90 days to give your customers a better result?
What's the next idea waiting to be applied and when will you do it?
Make the rest of this year a time to discover, learn and act.
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Dear Michael,
I read your book, '5 Star Service' and I have been applying your ideas. The challenge I face is I'm not seeing the results quickly enough? I'm starting to feel disillusioned and wonder if it's worth the effort.
Yours truly,
Sue
Dear Sue,
You don't say how long you've been doing your job before you started to apply the ideas. Do you know the story of planting bamboo? After you plant the seed, nurture, water and take care of it, there's nothing to see for the first year. The same is so for the second but in the third - whoosh - it can grow to 90 feet in just 90 days - sometimes a couple of feet a day. The reason for this staggering growth is the underground rhizomes (roots) which grow unseen, gathering energy before the big push.
You're creating the roots now - keep going. Continue nurturing then brace yourself for the boom. It's coming and probably sooner than you think.
Be Brilliant!
Michael
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Brilliant Customer Service by Debra Stevens
My good friend, Debra Stevens, has just had her first booked published. I was lucky enough to receive an advance copy and I've been devouring it over the last few days.
My verdict:
This is another powerful device that anyone who cares about customer service should have in their customer service tool box. It's packed with ideas which either; remind you of what you know you should do, reaffirm what you're doing is right or create 'Aha! I really should be doing that' moments.
It's available from Amazon with a chunky discount right now or all the major book-sellers. You can order your copy by clicking here.
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