by Bill Marsh Jr | May 8, 2018 | Customer Service, Leadership, Self-Development
Early in my career as a sales manager in my father’s busy Buick dealership, I recall a brief but memorable conversation we had after a crazy day in the showroom. Standing in his office, feeling completely frustrated and worn out, I vented to him about the...
by Bill Marsh Jr | Feb 2, 2018 | Customer Service
For most of my 32-year business career, I have been a student of customer service. I’ve read numerous books, listened to countless podcasts and recently attended a workshop entitled “Memorable Customer Service” by Ritz Carlton, one of the...
by Bill Marsh Jr | Sep 21, 2017 | Customer Service, Personal Branding, Self-Development
I’m always looking for new customer service training ideas. Whenever I’m out in the marketplace–in restaurants, retail stores, community events, etc.–I’ve got my radar on for real life examples (both good and bad) that I can use for future sessions. And one of the...
by Bill Marsh Jr | Mar 12, 2015 | Customer Service, Self-Development
We’ve reached the seventh and final “sin” of mediocre customer service — forgetting a customer’s name. Whenever I’ve asked a roomful of people, “How many of you are bad with names?” the vast majority of hands shoot up. In an increasingly...
by Bill Marsh Jr | Mar 5, 2015 | Customer Service, Self-Development
The sixth deadly sin is a pernicious habit that not only undermines customer service, but virtually every social interaction. Chances are we’ve all been victimized by it, just as we have all, at times, been guilty of it ourselves. What is it? Watch comedian...
by Bill Marsh Jr | Feb 25, 2015 | Customer Service
The fifth “sin” of mediocre customer service is something all of us, as consumers, have experienced from time to time. George Walther, author of Power Talking: 50 Ways to Say What you Mean and Get What you Want, provides a perfect illustration of this all...
