Steve DiGioia

5 MORE Phrases That Should Never Be Used In The Customer Service Business

I was always taught that customer service = the "cheerful giving of attention". I doubt that these next 5 phrases will make any...

Do You Have a Failure to Communicate?

“I didn’t know about that”, "why isn’t there enough staff working today to take care of this rush?”, “she never said anything about it”...

Don’t Let Your Employees Use Facebook, They Will Kill Your Business

Have you ever thought how much damage one employee can do to your business? If not, read on…We all know the power that “social...

The Dreaded Wedding Breakfast and How to Nickel and Dime a Customer

by Steve DiGioia The wonderful world of weddings. You book the event and promise the "perfect wedding". The birds will sing, the flowers will bloom...

We’ve Always Done It That Way

We've Always Done It That Way That's one of the worst things a waiter can say to me. Something happened the other day that reminded me...

How The Tire Shop Lost a Customer, Me!

It was a busy day, yes it was, but isn't this what every business longs for? If not for the busy days, the...

Can Seasonal Employees Still Deliver Great Customer Service?

Recently I was asked to teach a customer service training class for the new hires of a ski resort. The seasonal resort just...

Then The Waitress Says…”Are We Bagging Today?”

Every server in the restaurant business has their own style, their own manner, and their own way of interacting with their customers. Some...

6 Reasons Why Senior Managers Get So Soft

Remember that guy you used to work with years ago, the one that was always "burning the midnight oil", and the one that was...

How Do We Monitor Our Hotel Staff?

You have hired a few new employees; whether they were a waiter, bartender, front desk agent, cook, etc., so what is next? You...

The Five Best Ways to Deal With An Upset Customer

Regardless of your business there will be the inevitable situation where a customer is dissatisfied with your product or service. It is a...

Gain The Respect Of Your Team By Being Wrong

As a manager, supervisor or leader of a team or department, we are always right. We always make the correct decisions, we always...

5 Phrases That Should Never Be Used in the Customer Service Business

"Customer Service" is a term that too frequently is used as a catch-all for the experience received or given in today's business world. ...

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