Well hello there!
My name is Laura and I am a customer service geek! I absolutely love anything to do with customer service, retention and general customer satisfaction. How can a great product or service go under? Bad customer service! How can you eat the best meal of your life and leave feeling completely unsatisfied? Bad customer service! How can you date someone for months and end up feeling like you didn’t know them at all? Bad customer service!! See, everything in life regardless of whether it is work or personal comes down to relationships. A relationship that can last for minutes or years and regardless of the length it should be a memorable one.
In this blog we will speak a lot about customer service in all regards, with techniques on how to gain and most importantly retain customers. Customer retention is in my opinion the best way to gain new customers. They do this by spreading the word about your product or services, sharing your social media posts, bringing others to your establishment or introducing them to your product by hand.
Here we will also explore how our hiring process and the people brought onto your team will affect your customer retention and growth. The qualities that make a fantastic employee not just on paper as well as the training practices that can create those loyal customers and great interpersonal relationships that we value so much.
A little about me? Oh sure! Well I am a 35-year-old mother of a spirited 5-year-old. Growing up I travelled all over and gained a passion for hospitality and customer service and was a complete food and restaurant geek by the age of 7 (taking up rating restaurants with my own criteria by the age of 10). I have now been in the hospitality industry for over 17 years in a diverse amount of positions in primarily management roles. My first management job was at a 200-seat steakhouse in Toronto, ON at the tender age of 22, this experiences sparked my intense focus on customer service (as our food was mediocre, but our guests nearly always left happy!). Twists and turns later I ended up running my own café and catering company and have recently given that up to allowed me to have way less stress and more time to focus on my true passions (like this blog!) in my spare time.
What am I doing now you wonder? Well! I am currently a store manager within the Starbucks Corporation; ones whose value to the customer connection is as high as mine and it’s been an incredible experience learning their culture.
Here we will pull from all types of business failures and successes in customer service. I will also pull from my many years of experience to provide examples and scenarios within the blog. If you ever have any questions or topics you would like me to cover, please let me know and I will either blog about it or answer privately!
My next post will be about – The first time
(in your establishment!! Get your mind out of the gutter people!)
The Customer Service Geek 