Michael Shane

I love exceptional customer service! I love it on many levels; As a customer As a service provider As a trainer I love the feeling that unlike poor service, exceptional customer service is unconscious and it’s occasionally later or never really at all when you look back and think, ‘Hey, that place/person deserves a mention’, [...]

One of the main questions that I’m asked is ‘What makes the customer experience exceptional?’. There are many standard off the shelf answers which quite frankly are not ‘exceptional’ but more a ‘given right’ in this current age. You know what I mean, you want a smile off the assistant, to be served in a courteous manner, [...]