Steve DiGioia

Can You Make Your Job a Time Free Zone?

I just read an article about a tiny island named Sommarøy, whose residents are hoping to free themselves from the tyranny of the clock by declaring the small Norwegian island the world’s first time-free zone. “All over the world, people are characteriz...

33 Ways the Boy Scouts Can Improve Your Customer Service

Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago. But their motto really stands…

You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry

I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How…

3 Ways to Serve a Customer Even When We’re Not at Our Best

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work…

5 Ways Successful Businesses Do More With Less

With all the daily pressures of controlling costs, especially payroll, how can we still be successful, and provide the highest level of service to our customers, even with a smaller workforce? Here are a few ideas. Proper Training The days of “ensuring...

The 5 Things You Need to Know About Great Service

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps ...

Weak Leaders Want to be in Everyone’s Business

I once worked for a boss who led through intimidation. Whenever there was an issue to resolve he would say “Send (name) an email about it and “CC” me”. Don’t you hate it when weak leaders want to be in everyone’s business? He thought that,…

Why Are You Hating on Your Customer So Much?

My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it… “I can’t take these people, I hate customers!”.…

17 Ways to Tell if Customer Service is Your Purpose in Life

This original article was written by Steve DiGioia. Our “purpose” is the thing, item, or person we keep coming back to even after we’ve lost our way. Through good times and bad, we find ourselves surrounded by thoughts of what makes us feel good, feel…

Where Does the Next Customer Service Superstar Come From?

Here are two questions for you. 1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider? I was thinking back to my daughter’s hig...

Leadership Series: Nate Brown

The online customer service community is large but very close-knit and engaged. Last year, I had the pleasure of connecting with Nate Brown. He’s one of the nicest and most helpful people you can ever find. Nate is the Co-founder of CX Accelerator. Whi...

How to Stop Being Afraid of Change

This original article was written by Steve DiGioia. Time after time we hear a friend or coworker say, “I don’t like change”. This is the rebuttal (or excuse) of someone who likes things the way they are. I say they’re just unwilling to improve, or…

Do We Really Have to Tip for This?

I don’t like seeing tip cups on store counters in coffee shops. Some think it’s tacky, but others think it’s perfectly justified. What about you? Why should I tip someone for making me a cup of coffee? I don’t tip my dry cleaner who cleaned…

The Best Companies Hire These 3 Positions

…plus my 8 steps to great service.. This original article was written by Steve DiGioia. We must all be Service Ambassadors. But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars. New…

The 9 Best Ways to Win Back an Upset Customer

...when you have a love of service, it's not that hard to do.. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to…

Leadership Series: Ron Kaufman

...the world's #1 customer service Global Guru.. This original article was written by Steve DiGioia. Ron Kaufman is the world’s leading educator and motivator for uplifting customer service and culture, and the author of the book, Uplifting Service, plus fifteen other books on service, business,…

Do This Instead of Worrying About a Good NPS Score

...does your Net Promoter Score tell you enough to make a difference?. This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement…

How to Send the Message That You Care to be Your Best Every Day

...can a crooked sign ruin your business?. This original article was written by Steve DiGioia. You have a great product, so that’s done. Next comes finding the perfect location to set up shop and after almost a year you’re finished. Now, you’re finally open and…

Leadership Series: Dan Gingiss

...author and co-host of the Experience This! podcast.. This original article was written by Steve DiGioia. Dan’s 20-year career has consistently focused on delighting customers, spanning multiple disciplines including social media, customer service, marketing, and digital customer experience. He is currently Vice President of the…

4 Ways to Stop Being a Business of No

You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll.…

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