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Jack Nicholson’s famously hilarious chicken-salad-sandwich speech in Five Easy Pieces

I actually feature this clip in my full-day customer service workshops. It gets hilarious laughter for sure, but after the clip we discuss how the waitress could have handled this customer better.

Watch the video, paying careful attention to the waitress. Note your first impression as she approaches Jack’s table, her facial expression, attitude, etc. Next, flip the script. What might she have done differently to have the situation end MUCH differently?

Enjoy!

The lesson here, of course, is to be flexible and friendly. These two attributes will take you a long way with customers, even the most difficult of customers.

Special Webinar Teaches How to Handle Difficult Customers

How to Get Angry, Irate or Unreasonable Customers to Back Down

Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control.

Are you 100% confident you can handle it?

If not, I’ve got the perfect program for you.  Attend my special webinar entitled “Stop Screaming at Me” and you’ll be able to Handle Any Difficult Customer. Learn more about this special webinar.

Myra Golden’s 2010 Webinar Schedule Just Released

 

Myra Golden personally delivers live interactive supervisory webinars several times each year to help contact center leadership more effectively coach, motivate, train, and retain employees. She also features a special lineup of programs for frontline customer service staff on such topics as dealing with difficult customers, email customer service, and how to negotiate with customers.

Check out the 2010 calendar of webinars right here: http://www.CallCenterWebinars.com

Pizza Hut’s Killer iPhone App…I LOVE it!

Last night my family decided on pizza delivery for dinner.  We have a “regular” pizza joint we order from, but when I tried to pull up their site on my smartphone, I got nothing. (It was all flash and my iPhone does’t like flash.) My 6-year old said, “Mommy, you can order from Pizza Hut on your iPhone…I saw the commercial. Want me to get your phone?” I said “Yes!” It took me all of 4 seconds to discover that Pizza Hut has a killer app designed for iPhone that is most definitely mobile friendly…and all iPhone orders get a 20% discount.

We always get the kids a half and half thin crust (half cheese, half pepperoni). Ordering the half and half was so cool! I literally tilted my iPhone in the direction that I wanted one topping and tilted the opposite direction for the second topping. Fun!

This app is incredibly simple and includes all of the bells and whistles of the regular site. I loved it so much that I tweeted about it and got quite a discussion going last night.

When designing or redesigning websites, companies need to consider whether or not their sites are mobile-friendly and always brainstorm ways to make serving customers faster and more convenient. Killer apps, like Pizza Hut’s, are leading edge – and that’s exactly where YOUR company needs to be. Don’t underestimate the reach and popularity of apps and smartphones when it comes to serving customers.

Here’s a video demo of Pizza Hut’s cool app:

The BASELINE of Successful Customer Service: at⋅ti⋅tude

The baseline for friendly, personable  customer service is attitude. The service experience is what YOU make it.  Watch this video of Southwest Flight Attendant David Holmes as he takes ATTITUDE to unprecedented levels to leave passengers with an unforgettable experience.