Tag Archives: customer service

YOU set the tone for customer service

Last week, I stayed at the Rosen Plaza in Orlando. It’s a potential home for the 2010 Marine Dealer Conference & Expo, and we were scouting the site to determine its capability of housing this growing event. We were on a tour with two of the facility’s sales managers when I happened to notice a vacationing middle schooler wearing a ...

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Exceeding expectations one promise at a time

A week before Christmas, I was delighted to receive a $100 clothing store gift certificate as a “thank you” for a favor I’d done for a family member. After a little research, I discovered the items I wanted to purchase with it were only available online. Now, I have to admit, I’ve never purchased clothing online because I like to ...

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A lesson in customer service

It was the worst of circumstances, at least for a business trip. Up since 4 ... bumpy flight ... forgot to book the rental car ... and the hotel ... and late for two of our three meetings (traffic was horrible). All I wanted — all I needed — was sleep. We Pricelined a hotel from a Starbucks. A four-star ...

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Technology’s evil offspring

I had the unfortunate need to take my wife to the doctor the other day. The unfortunate part wasn’t necessarily that she had to go to the doctor; rather, it was the doctor’s decision to thrust technology into the center of the doctor-patient relationship. Maybe you’ve experienced this. You visit the doctor, she essentially interviews you regarding the symptoms and ...

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