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Tag Archives: customer service
Based on the AMERICAN CUSTOMER SATISFACTION INDEX (ACSI), customer satisfaction with personal computers of all types (desktop, laptop, and tablet) is at an all-time high of 80%, up 2.6% from the 78% score of 2010 and 2011. Part of the … Continue reading
Most conference centers are designed to accommodate seminars, registration activity and the usual business networking. I rarely see a piano in a conference foyer. So, imagine my surprise when I found a beautiful, white baby grand piano just outside the … Continue reading
Last week, a group of candid and courageous trade school students at Laney College in Oakland, California taught me an interesting lesson. How? Keep reading. It all began years ago, when I met Nick Kyriakopedi, Laney College’s HVAC and Electrical … Continue reading
This week, I will be speaking at the Mechanical Systems Week conference in Chicago. My speech title is Service Managers: Keep The Bar High. To watch a preview, click below.
The August issue of Contractor Magazine features statistics from our survey entitled: What Contractors are Really Saying About Trade Schools. Click here to download the complete survey. See the Contractor Magazine cover here.
What are Absolute Extremes? They are words such as always, all, never and every. These words are almost never accurate and they can confuse customers and fuel confrontation. The best strategy is to avoid using Absolute Extremes. Here are a … Continue reading
Compiling 30 year-old photos into a high-tech collage can be fun. I used Animoto to create this 30 second compilation. Enjoy! Click on the link below. Steve-animoto_video
The June issue of HVACR Distribution Business Magazine published an article about the skyrocketing sales of my Customer Service Handbook. To read the article, click here. Learn more about the book by clicking on the below image. Article excerpt: “Regarded by … Continue reading
My dad taught me to put the tools away and about being organized – a lesson that still serves me well. Watch a 90-second commemorative Father’s Day video. I think you’ll like it. Click on the image below to watch … Continue reading
While speaking at a recent association meeting, I discussed the phenomenon of distinguishing similar sounding consonants over the phone. I explained, for example, how a telephone did not accurately transmit the subtle differences between the letters “S” and “F”. One of … Continue reading