Actionable Customer Service and Missed Opportunities

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Actionable Customer Service

Actionable Customer Service and Missed Opportunities

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There is a great thing about customer service. Nearly everyone believes that he or she knows how to do it well. Customer service isn’t rocket science, but it does have a lot to do with our actions. Actionable customer service may be one of the most important things about your knowledge.

Yesterday I attended a C Suite Thought Summit in New York City. Jeffrey Hayzlett and his team hosted the event and they always do a fantastic job.

What are some of the greatest things about any business event? Sure, it is the speakers, panel discussions, and sometimes the food, but the best thing is the networking opportunities. Networking opportunities abound at these events and often people don’t take advantage of them.

Missed Opportunities

At the event as I chatted with someone I just met, she mentioned some of her interests and why she was attending. I definitely knew a person there that she should meet and I suggested she go introduce herself.

She said, “I should just go right up and give my pitch?”

It was a question, not a statement. The answer of course is obvious. It was obvious to her and obvious to me.

It certainly was not that she didn’t know what to do. She was hesitant to act.

Service Economy

We are in the midst of an expansive service economy. This isn’t really new, it has been shifting for decades. Only now, it is expanding at a pace perhaps unlike anything that has happened before.

Service is what creates value for organizations. It is an opportunity and one that shouldn’t be missed.

One problem is that many see it happening right before their eyes but they don’t always act. They probably know what to do, or at least have a good idea to work with, but often they don’t act.

Actionable Customer Service

For everyone, whether it is the moment you are in the middle of a sales transaction, or the moment a new opportunity pops up right in front of you. Only one thing stands in your way.

It often isn’t a lack of knowledge. It is a lack of action.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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