What is the difference between a poor experience, a good experience, and a great experience? The difference is the value you provide. If you provide enough value, not only will…
Tag: customer service
How to Handle Customer Complaints (Podcast)
Customer complaints can be delicate. How you deal with an unsatisfied customer will shape their opinion of the company. At Disney, Lee made sure managers knew to never get defensive…
Why You Need Better Processes (Podcast)
Many organizations get off track with bad policies and processes. Customers see it and feel it, but often, an organization does not realize the impact of bad process. Lee Cockerell…
Customer Service as a Competitive Advantage (Podcast)
If your business relies on a product as a competitive advantage, it is only a matter of time before you begin to lose customers. Other business can match your product,…
You are Putting on a Show Every Day (Podcast)
When the doors open at your business, it is as if the curtain opens for a show. To put on a great show, it takes everyone in your organization to…
Customer Service is Not a Department (Podcast)
Have you ever called a company with a question or concern only to be transferred to a customer service department? Lee Cockerell explains that customer service is not a department.…