Don Crawley, Author.

Here’s a basic principle of customer service: Don’t talk about other customers in front of a customer, unless it’s speaking positively of something the other customer is doing. Even then, your current customer might take it the wrong way and think you’re comparing her or him to other customers. The Focus Must be on the […]

Why You Must Never Discuss Other Customers in Front of a Customer

Don Crawley, Author.

In a recent survey of customer service complaints, one of the top complaints was issues not being resolved the first time. We can all relate to that. The problem, of course, is that sometimes an issue takes time to resolve, especially IT issues. Sometimes, due to the complexity of the systems we work with, multiple […]

Communicate or Die!: The Importance of Communication in Customer Service

Don Crawley, Author.

Customer service is much broader than just serving your paying customers or internal clients. Customer service is a mindset. Frankly, it’s a way of living. Customer service is about winning hearts and minds among the people in your life. That includes colleagues, bosses, subordinates, vendors…anyone with whom you interact, even friends and family members. In […]

The Power of Appreciation with Your Customers and Colleagues

Don Crawley, Author.

You’ve probably heard the old saying, “You only get one chance to make a good first impression.” There are many variations on it, but the idea is sound. People form lasting impressions of others based on their very first impression. That’s why you should review every possible point of contact with a customer, both on […]

Impressions Matter in Customer Service

Don Crawley, Author.

Is it possible (and appropriate) to integrate workplace culture into your personal style? The YouTube commenter posted, “I wish my family members and friends would respect me and allow me to talk instead of my saying a few words and taking what they want when I was not even finished, or thinking they know what […]

Workplace Culture and Your Personal Style