Steve Curtin

Exceptional customer service demonstrates job essence

This post is the third in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer...

Exceptional customer service requires action

This post is the second in a series of seven posts that will fully explore the definition of customer service offered in an earlier...

Exceptional customer service is always voluntary

In an earlier blog post titled What is customer service?, I offered an 18-word definition of customer service containing seven unique elements that we'll...

From Ordinary to Extraordinary

In 2011, I worked with a hotel general manager, Victor, in Boston. One observation he made was that, although his staff was friendly, there...

Customer service made easy

While reading The Happiness Advantage by Shawn Achor, I came across the following quote: "(T)he key to (achieving desired results) is to put your desired...

Refocusing legacy staff

I often encounter managers who rightly cite the importance of selection in building a staff of exceptional customer service providers. But many of these...

Managing chatty customers

Yesterday morning, I had a 10:00am appointment and left a few minutes early in order to mail a package at the post office. Since...

What is customer service?

There are as many definitions of "customer service" as there are customer service books and gurus. And, while there is no single correct definition,...

“I’m sorry. They’re all in meetings.”

Last week, I presented during a conference that was held at a full-service hotel in Denver. My contact at the event mentioned that, earlier...

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