Jim’s Journal: Where Did Customer Service Go?

October 14, 2014 in Jim's Journal

Last week I was in Kingston, Jamaica.  I was the keynote speaker for the 12th Annual Jamaica Customer Service Conference.  I had an incredible time!  It was definitely a keepsake experience.  In prepping for the conference, and weeks prior to traveling to Jamaica, my customer service antenna was raised.  I was mentally grading customer service everywhere — in airports, department stores, grocery stores, restaurants and hotels.  No one in my opinion, did better than a ‘C-’.  Where did customer service go?  It is definitely not trending in my circles.  I won’t share any of the numerous egregious examples of poor service. I don’t want to make you late for work.  But here’s the takeaway: if you want to stand out from the competition and take your performance beyond the next level; and, if you want your customers to run back for more, then SUPERSIZE your level of service!  See your customer, not their title only.  Listen to the customer more intently.  Meet their need before they ask.  Speed up your delivery time.  And most importantly, think selflessness.  Make service a way of life!

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