Improving customer service quality from ordinary to extraordinary.
After a 20-year career with Marriott International, I codified my experience in the 2013 book, Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary (AMACOM Books, NYC). And in 2016, I developed the Delight Your Customers Companion Guide to enable organizations to cascade lessons from the book to a broader audience. I now speak, consult, and write on the topics of customer service, customer experience, and customer experience management.
Available Upon Request
A-Z customer service, from new-hire orientation to ongoing training and development for employees from all levels of the organization (entry-level to senior executives)