Steve Curtin

Exceptional customer service requires desire

This post is the fifth in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer service is viewed as a department, a designated employee's job role or, someone else's responsibility. Because of this limited view...

Exceptional customer service is genuine

This post is the fourth in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer service is viewed as a department, a designated employee's job role or, someone else's responsibility. Because of this limited view...

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 service is viewed as a department, a designated employee's job role or, someone else's responsibility. Because of this limited view...

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 blog post. Too often, customer service is viewed as a department, a designated employee's job role or, someone else's responsibility. Because...

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 be exploring one-by-one in greater detail over the coming weeks. Too often, customer service is viewed as a department, an employee's...

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 were numerous occasions when hotel employees would huddle in small groups and banter, some with their backs to hotel guests...

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 actions as close to the path of least resistance as humanly possible. Identify the activation energy—the time, the choices, the...

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 same managers bemoan the difficulty of motivating those tenured employees whom they inherited to provide the same quality of customer...

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 time was an issue, I was glad to see only one person ahead of me at the counter. As I...

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 would like to submit mine for consideration: Customer service is a voluntary act that demonstrates a genuine desire to satisfy,...

“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 that morning, he discovered the iron in his room was not working properly. He called downstairs to request a replacement...

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