The Importance of Customer Service by Madeline Frank, Ph.D., DTM

Do your employees deliver world-class customer service in your organization or business? How well do you take care of your customers?

Recently on the CBS News it was reported that Itzhak Perlman, world renowned virtuoso violinist, who has had polio since he was a child and uses a mobile scoter and crutches, arrived in the Toronto Canada Airport to play a charity concert that night. Mr. Perlman and his agents had arranged with the Air Canada Airlines, for a “disability assistant to help him through customs ” as they had done for 40 years.

Mr. Perlman said, “He was met by a man who took one of his bags and accompanied him to an elevator. And said, “Well, that's where I leave you.”

Mr. Perlman said, ‘What do you mean 'where I leave you?''

At that point “the man” loaded all Mr. Perlman’s bags in Mr. Perlman’s lap with his violin and crutches.”

Mr. Perlman asked about his carry on bag?

The man responded, “Well, it's not my problem that you chose to carry an extra bag. And besides, I'm not your personal assistant. You're not paying me anything. .. I've got to go, I've got other flights to take care of.”

Mr. Perlman said “He just left me there.

He said, “I looked up and there was a sign saying ‘Welcome to Canada.’ “I felt abandoned. I felt like I was kind of helpless.”

This situation should never have happened to Mr. Perlman or anyone else!

How well are your employees trained? Could this happen in your business or organization?

What are the 5 things you should train your employees about delivering world-class customer service?

1) Your employees should always smile, have a positive attitude, stand up straight, be dressed for success with their hair combed, be polite, and helpful to their customers.

2) A customer should feel like an honored guest in your organization or business and treated with courtesy and respect in a friendly and polite manner. Remember first impressions are lasting impressions and can never be repeated. First impressions last forever!

3) Your employees should speak to their customers and their family members as if they are honored guests in a reliable and timely manner and continue helping them until the job is completed! Your employees want their customers to be happy with their world-class service and want their customers to be repeat customers and recommend their friends to come visit their organization or business.

4) Your employees should treat their customer’s purchases as if they were their own, with care. If they are airport disability employees, they should help disabled passengers through customs, to the next airlines, or to their cars.

5) Your employees should be so proud of the service they deliver they are willing to give out their card with their name on it and the name of your organization. World-class customer service means employees serve their customers until the job is completed!

Remember it's all about training your employees to deliver world-class customer service and make sure they follow through and deliver it each and every time!


Madeline Frank, Ph.D., DTM is an Amazon.com Best Selling Author, sought after speaker, business owner, and concert artist. She helps businesses and organizations "Tune Up their Businesses". Her innovative observations show you the blue prints necessary to improve and keep your businesses successful.
For more information about booking Dr.

Madeline Frank for your next event email her at mfrankviola@gmail.com or visit http://madelinefrank.com/.