Saturday 9 July 2011

Service Excellence is No Nuclear Science

Nice cool restaurant. You could say exquisite. A guy walks in, with his sweet heart. Say girl friend. Mission: give her a treat of a lifetime. Food is served. Wine follows in tow. Disaster strikes: (NEPA is no big news in Nigeria!). OK PHCN. Girl: I can't even see my spoon. Man: (Shouts) Attendant, don't you guys have a gen.? Attendant: sheepishly: we have sir, but we on it at 7.30, now is only 6.30. Darkness covers the entire place. Outing is ruined. Man: I will never come back to this place; come let's go; Girl: sure. Couple departs - Leaves food, wine, and honour behind.

I was a witness.

If you were the ATTENDANT: what would you have done: noting the 7.30 ''switch on gen policy".

First creative answer wins free copy of my new book ''The Gods of Quality Strike Back''. Download at www.pauluduk.com from February 15th.

Thursday 7 July 2011

Customer Service Police On The Prowl!

Is your service quality up to scratch?

Watch your back, CSPs (Customer Service Police) are on the prowl. Dressed in plain cloth, they sniff out bad service and throw offenders to jail. The bad news: they arrest Supervisors along so no one is immune unless you give QED (Quality Every Day) Service. Be the first to Watch this 1 minute YouTube video to see the signs of things to come!
  http://youtu.be/w2SocD-2B4Q

Safe journey as you navigate the treacherous waters of service excellence in a world without frontiers!