MAGIC Service Newsletter - May 2010   Forward to a Friend   |   View as HTML
In This Issue Letter From the Editor Server or Servant? Join the Dialogue NICE Teams Finish Last It's Time to Rethink and Redesign Frontline Managers About Us   Communico helps organizations build and sustain exceptional service cultures. With our MAGIC system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences. Download a free chapter of our book, How to Talk to Customers, and learn more at www.howtotalktocustomers.com	Letter from Editor I always look forward to the latest research from Bruce Temkin (Forrester Research) and the most recent one really caught my attention. He surveyed more than 4,200 consumers, looking at their expectations for getting an issue resolved in 10 different industry segments. Surely, there would be great progress, I thought, given a more pervasive recognition of the importance of service. Well, I was wrong.  It turns out that consumers don’t expect much from customer service at all. In nine of the 10 segments, the majority of consumers did not expect to have an easy time getting their issue resolved. The only area that did, apparel, squeaked in with just 54% expecting smooth resolution. The lowest marks were in computers and health insurance policies, where only 30% of consumers expected customer service to be easy.  Ouch! Bad news, you say? Perhaps. But I’d like to suggest there is good news here too—it means there is a real opportunity for organizations truly focused on service to really shine. And when they deliver customer experiences that meet or exceed expectations, they will not only surprise their customers, but win their loyalty as well. So stay strong, keep your focus and explore new ways to raise the bar and delight your customers.  I know you’re on the right track—since you’re reading this newsletter, it’s clear that service is important to you.  Thank you for caring and joining us in our mission to make every customer experience MAGIC. All the best, Diane Berenbaum Server or Servant? Join the Dialogue Ever notice how customers often treat their servers as servants these days? Patrick Maguire did and started a blog to highlight this disturbing trend. Read on to learn about his mission to promote respect and civility for service workers and human beings everywhere. And, join the dialogue by contributing your stories and opinions. Click to continue NICE Teams Finish Last Are the teams in your organization being too NICE? Or are they the direct opposite -- in other words, FIERCE? Being NICE or FIERCE gets in the way of successful service teams. Lean how to live four key principles that will transform your team into the most effective of all, The BOLD team. Click to continue It's Time to Rethink and Redesign Frontline Managers A recent McKinsey revealed that 81% of frontline managers are unsatisfied with their own performance. Learn why this is happening and McKinsey's practical recommendations on what organizations can do to enhance the effectiveness and contribution of these key associates. Click to continue   Please note: Replies to this email are not monitored. Please direct any inquiries/requests to info@communicoltd.com. ©1998-2012 Communico Ltd. All rights reserved. 19 Ludlow Road, Suite 102 Westport, CT 06880 (203) 226-7117 | Contact Us Click here to unsubscribe