Joseph Michelli has published best-selling books exploring the “customer experience” principles and practice of some of the world’s major companies, including Starbucks, The Ritz-Carlton Company and Mercedes-Benz. Now he has added to this prestigious list by reporting on the success of a phenomenal hospitality company, Airbnb.
Watch this lively interview (at the top of this post) featuring Michelli’s guest appearance on my weekly “Biz Communication Show.”
I recommend you share this interview with your corporate team–and schedule time for discussion, assessing how you can apply Airbnb’s formula to your customer service.
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There are plenty of books, videos, articles and speeches about how to give good customer service–and they can be very helpful.
However, I’ve noticed that we see and hear very few comments and guidelines about how to get great customer service when we need it.
I’ve found a formula that will generate the action you want and need. Use the attitude, tone, and words this brief video–you’ll see it above– provides, and you’ll be pleased at how cooperative the customer service rep will become.
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Theo Gilbert-Jamison–former Vice President for Training and Organizational Development at the Ritz-Carlton Hotel Company–made a guest appearance on my “Biz Communication Show” recently. Note that following her Ritz-Carlton leadership role, she has become an acclaimed author, speaker, and business consultant.
In this highly energetic interview–in the video above–Theo explains some of her principles of customer service. You’ll make great strides toward improving your customer service when you apply her recommendations.
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Do you want to become a more persuasive speaker, boost your customer service, escalate your sales, build teamwork, and strengthen morale? Then call me to describe your needs, and we’ll discuss how the “Biz Communication Guy” will help you find solutions.
You want to create extraordinary customer experiences–and that’s why you want to hear widely acclaimed author/speaker/business consultant Dr. Joseph Michelli in this lively interview, presented in the video above.
Michelli has written bestsellers about the Pike Place Fish Market, Mercedes-Benz, Starbucks, Zappos, and other leading corporations, after extensive research.
Recommendation: Show this video in a staff meeting, and then discuss how your company can improve customer service by applying Michelli’s approach.
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