Comments on: In Customer Service, You Are Always On Stage

By: Customer Service - Setting The Stage

Customer Service - Setting The Stage — Fri, 02 Jan 2009 06:28:47 +0000

[...] So you have to set the stage. Customer service and inside sales is your direct link with the customer and profits. How you approach this matter is up to you. Make sure you make the right decision when it comes to customer service and inside sales. You can read the full article where the Customers Rock. [...]

By: Friday Favorites: December 15-19 « The Transfer…

Friday Favorites: December 15-19 « The Transfer… — Fri, 19 Dec 2008 19:33:48 +0000

[...] In Customer Service, You Are Always On Stage [...]

By: Tsufit

Tsufit — Sat, 06 Dec 2008 19:30:08 +0000

Becky,

Congratulations on how you’ve managed to engrave your brand on my brain! Every time I hear a teenage produce guy swearing to his friend while piling up the papayas, every time I hear a snarky office supply store clerk telling a customer on the phone, “I already told you that!”, every time I see bank tellers allowing 77 people in line to wait while they discuss whose turn it is to go on break, I think of you, the goddess of great customer service.

Didn’t know Disney calls employees Cast Members.
(My daughter worked at Famous Players Cinemas and used to enter work through the “Stage Door”.)

I guess it’s true. All business really is show business. Pheuff.
Tsufit
Author, Step Into The Spotlight!–‘Cause ALL Business is Show Business!

By: Colin Shaw

Colin Shaw — Sun, 16 Nov 2008 12:25:23 +0000

Hi Becky
This happened to me the other day as well, but on a flight with the crew sitting in one of their cabins. I am sure everyone has seen the “service profit chain” which I think is great. Happy people give you happy Customers. It starts with recruiting the right people and not just employing people as you have a vacancy.

Colin Shaw
Beyond Philosophy
Blog: http://www.ExperienceClinic.com

By: Chris Posey

Chris Posey — Fri, 14 Nov 2008 17:14:22 +0000

Great post Becky! Really enjoyed it and your blog in general as well.

By: Brandon McKinney

Brandon McKinney — Thu, 13 Nov 2008 21:41:32 +0000

I too have had the experience of going to a coffee house or really just about any store when they are getting near their closing time. Its ridiculous how quickly people forget what time the store actually closes

If they close at 9 its not good practice for employees to treat their customers poorly at 8:45.

I have spent some time in retail personally and no its not hard top be professional everytime you are on the main floor.

By: Gertjan Verstoep

Gertjan Verstoep — Thu, 13 Nov 2008 16:22:46 +0000

Nice post!
In The Netherlands we (Businesspreneur) work with the service personality as metaphor for the natural behavioural of service employees.

I agree that employees must be aware of their attitude also outside the official interaction, moments of truth of service settings. The service personality of employees is an personality test for service employees to predict their most authentic behaviour in relaxed and tensed moments in the service setting.

We see that their natural behaviour is a adequate input to select the right person for the right service job and not to over train employees to do a trick.

By: Allan

Allan — Wed, 12 Nov 2008 20:43:40 +0000

Good point about wasting dollars if your employees do not reflect the overall message. If they don’t communicate the same message, their dissonant message crowds out anything you’re trying to do.

By: The Employee Motivation Dilemma

The Employee Motivation Dilemma — Tue, 11 Nov 2008 23:04:43 +0000

[...] Post: In Customer Service, You’re Always on Stage Customers [...]

By: Elizabeth Walker

Elizabeth Walker — Mon, 10 Nov 2008 22:05:36 +0000

I wonder if there is a better way to talk about this than “customer experience” or “customer service”. When we work with clients I’ve been appalled to see that great service translates to “more work for me and a real pain in the ****”.

It seems that everyone has had a crummy experience, everyone knows what a great one is – but they are not providing it.

We’ve been experimenting with a program that encourages people to act as hosts, and getting some good response. Our clients are more open to change when they self-assess bad service as letting down or not honoring their guests – we’ve been getting positive feedback on this from people from a variety of ethnic and cultural backgrounds too.