Key Industries
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Recent Tips and Posts
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Show Progress to the Customer – 2/21/23
When I enter the Chick-fil-A drive-thru lines, there are typically 10-15 cars ahead of me. The cars move slowly but surely. Employees take your order. Others confirm your order. Others provide the food. In a study conducted a couple years ago, Chick-fil-A was noted as having the longest drive-thru times. But I don’t mind the […]
Provide the Promise of Patience and Kindness – 2/14/23
Patience and kindness go a long way in life, and they go a really long way in customer service, as well. These are two of the harder qualities to exemplify in customer service, particularly when you are spinning multiple plates, have a backlog of work or calls or contacts or customers, and are dealing with […]
When You Can’t Say “Yes to the Address” – 2/7/23
I was interviewing a frontline staff person for one of our local government clients recently as part of our CSS Training Development Process. They described their customers and the difficult situations that they face, their tougher conversations with customers. This individual supports local events, so there’s a lot of planning involved. Unfortunately, this person oftentimes has […]
