by Bill Marsh Jr | Feb 18, 2015 | Customer Service
Sister Cecilia, my seventh grade teacher at St. Bede Catholic School in Holland, PA, was, at that time, a very influential person in my young life. Tall and remarkably athletic for a nun who wore a full habit, she could defend the post in playground hoops as well as...
by Bill Marsh Jr | Feb 11, 2015 | Customer Service
How long do you think it takes for someone you meet for the first time to decide whether they like you or not? According to research by the Harvard School of Health Sciences, it takes less than two seconds. In one study, students seeing a two-second video clip of a...
by Bill Marsh Jr | Feb 4, 2015 | Customer Service
The theme of this series, like the 1999 Monster.com Super Bowl ad highlighted in the first post, is that no one sets a course for mediocrity; instead, it creeps up on you and is reflected in small compromises and lazy decisions that compound over time, leading to...
by Bill Marsh Jr | Jan 28, 2015 | Customer Service
In my last post, I commented on how easy it is for mediocrity to infiltrate into every component of our lives, including how we treat others. I introduced seven obstacles, or “sins” of customer service that, while not necessarily bad, will hold back any organization...
by Bill Marsh Jr | Jan 21, 2015 | Customer Service
Do you remember this TV ad? It first aired during the 1999 Super Bowl, and it remains one of my all-time favorite commercials. Like many advertisements, the humor lies in its contradiction: Most ten year olds have big dreams. They aspire to be astronauts, generals,...
by Bill Marsh Jr | Jun 19, 2014 | Customer Service
Since 2007, when we launched an ambitious, company-wide initiative aimed at achieving a new level of customer service, we have invested heavily in training. In fact, according to our HR department, we conduct over 1,200 employee hours of traditional, classroom style...
