For managers and executives, customer service is either a golden opportunity or, as some seem to treat it…a cost center. However, perhaps one of the outcomes of this great recession and the on-going economic malaise…is that many organizations and managers are waking up to the reality that they need to try just a little harder to earn and retain our business.
Enter Robert W. Lucas, an expert, and the author of a number of top selling books on customer service, with some valuable guidance for managers, executives and customer service professionals from his latest, Please Every Customer-Delivering Stellar Customer Service Across Cultures.
I caught up with Bob recently to talk about customer service and to learn more about the importance of culture in customer service delivery. I also spent some time picking his brain on why some organizations just don’t seem to get it when it comes to this service area. Bob was a fascinating and engaging guest and his ideas and perspectives are valuable for all of us. Enjoy!
Bob is a Managing Partner at Global Performance Strategies and his books are found at Amazon.com and other booksellers.
Show Sound-Bites:
- The importance of cultural awareness when it comes to delivering quality customer service.
- The need for firms to break the mold of cookie-cutter training and delivery of customer service.
- Why some organizations seem to have missed the memo on delivering great customer service.
- What managers should be looking for in hiring and developing today’s customer service professionals.
- Valuable career advice for today’s customer service professionals.
- Why great customer service just might start in the home.
About The Leadership Caffeine Podcast:
The purpose of this show is to connect with leaders, management thinkers, authors, educators, entrepreneurs and anyone else passionate about improving and innovating in leadership and management. If you are interested in being a guest on the show, contact Art Petty.
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About Art Petty:
Art Petty is a Leadership & Career Coach helping motivated professionals of all levels achieve their potential. In addition to working with highly motivated professionals, Art frequently works with project teams in pursuit of high performance. Art’s second book, Leadership Caffeine-Ideas to Energize Your Professional Development, will be published in September of 2011.
Contact Art via e-mail to discuss a coaching, workshop or speaking engagement.
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