Steve DiGioia
WITH 20+ years in the hospitality industry and a lifetime of customer service experience, Steve DiGioia uses storytelling to share real-world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers’ desire. As a customer service trainer, coach, author & speaker, Steve was recently voted one of the “World’s Top 30 Customer Service Professionals” by Global Gurus.org, a “Top 50 Customer Thought Leader” by ICMI and is a featured contributor to many hospitality and customer service websites. Steve continues his pursuit of excellence on his award-winning blog sharing his best tips on customer service, management, and leadership. Follow Steve on all of his social media channels below.
Look, look, there he is. Yeah, I see ‘em. Come on, let’s go – we gotta head him off before he gets back into his office. I’m gonna get him first … not before me!
As you walk the halls...
Five Strategies For Boosting Employee Morale
Increased wait times, dreadful closing percentages and low productivity; that’s what was in store for me as I entered the contact center. Sounds like fun, right? Oh, I forgot to tell you, employee morale...
A Public Speaking Tip
After joining Toastmasters International, and completing one of my first speeches, my ending line was to “thank” the audience. Saying thanks after a speech is a “usual” and traditional ending. My mentor and the founding member...
The boss is never wrong. His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he's the best qualified person the company has. Come on...
Are you in search of leadership skills? Skills that will catapult your career to heights not yet imagined? What is the secret to great leadership?
Frankly, there is no “secret”, only a series of skills needed that will separate you...
...or, does allowing a little "customer pain" actually help?
Pursuing excellence, customer centricity and continuous improvement are obsolete; so says Sampson Lee in his 2015 article “Turn Upside Down How PAIN is Perceived in Innovating CX and Brand Management”.
I am...
Ah, the ever-present argument about the proper training of your employees…well, you’ll get no argument from me. Training is the key to a well-motivated, knowledgeable and efficient staff. But is THAT all that’s needed, just training?
Here are some benefits...
How can “kids” brought up with immediate access to information and short attention spans provide the service experience our “older” generation expects? Good question…
I remember watching old black and white movies where the “old guys”, sitting in front of...
A touch of independence mixed with patience, possessing a definite superiority complex and territorial. These are some characteristics associated with the common house cat. But what if we in the customer service industry held these same traits dear to...
...you won't be successful without them.
THE WORLD OF business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful.
Then there are the wise sages who are paid handsomely...