Most firms do not understand the financial impact of being a service leader. For many firms it is just too much work. Actually, it does not take a lot of money but, it does take a fierce and unwavering focus by the CEO and everyone in management.  If you want to drive a service culture, take some time and track the financial performance of service leaders.

Many organizations have no idea how to drive a service culture. In the US most companies believe they are awesome at service but few customers would agree.  Companies today are reluctant to finance training for employees to teach them superior customer service skills and to motivate them to replace indifference with enthusiasm

Recently I was in San Diego and getting ready to leave for the airport.  I needed transportation to the airport so this was my perfect opportunity to use UberX.  I had installed the app on my iPhone a few weeks before so I decided to give ‘em a try.  UberX, by the way, is a firm that provides rides/transportation … they are NOT a taxi company. Read all about how UberX is gaining marketing share with competitve prices and superior customer service.

Irate customers can ruin your day. Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee's service skills. Often employees are not prepared for an aggressive encounter.It can take you to your breaking point if you are not aware and careful. Staying grounded and above the fray requires you to find inner strength, and persevere beyond the initial difficulties.

Ethiopian Airlines has decided to expand its business and also represent SQI in Ethiopia. The airline is government owned and the most respected, best managed business in Ethiopia and customer driven airline in the country. They want to be the friendliest airline in Africa. Find out what they have done to improve customer service and create a service culture.