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When Daymond called his local auto service center, he needed to talk to someone in the parts department. A couple items on his SUV had broken recently, and he knew he could replace them himself. Daymond spoke with Marty, who was very patient, found Daymond’s car in the system, and identified the VIN to get […]

Story 1: The worried spouse called the gambler’s hotline because she was afraid her husband had a gambling problem. He had been spending lots of money on it, staying out later and later. When the hotline representative answered the call, the representative was calm and empathetic about the situation. She asked appropriate questions and gave […]

Better cultures lead to better service. There have been many studies and corporate examples over the years that convey a clear message. If you want to deliver a high level of customer service, you need a culture of great customer service. You need a culture of respect – one of courtesy and follow-through. You need […]