Customer service is more than just answering emails – it’s relationship-building in practice.
Here you’ll find experiences, philosophies, and tools for creating real value in every customer interaction – before, during, and after the purchase.
We speak up when something is bad, but when things run smoothly – we often stay silent. Maybe it’s not about how often we give praise, but how we give it. Because it’s only when praise is specific and given in the moment that it truly leaves a mark – both on the one who receives it, and the one who gives it.
Psychological research shows that small, unexpected positive experiences can have a greater impact on our mood than larger, predictable gestures. This is often referred to as 'The Delight Factor'—a key concept in customer experience research known as 'Customer Delight'.
Har du lagt merke til hvordan enkelte ansatte alltid finner noe nyttig å gjøre, selv når alt virker stille? Forskning viser at ansatte som tar initiativ, selv når det er stille perioder, ikke bare bidrar til egen produktivitet, men også inspirerer kollegene rundt dem til å være mer proaktive.
It’s often only when we reflect on our experiences that we realize how valuable they can be in other areas— including our professional lives.
I believe in flexibility – not as a weakness, but as a strength. Maybe that’s why my blog is called Open Mind – because I’ve seen how much can be resolved when we let go of rigid perspectives. When two open minds meet, even the most stuck situations can find new direction. But this isn’t something you have to be…
Regular review and updating of procedures allow organizations to adapt to changing conditions and incorporate best practices. This commitment to continuous improvement drives innovation and efficiency.
One of the most important lessons I’ve learned over the years is that responsibility is about more than just cleaning up your own mistakes. It’s about taking ownership of situations – even those created by others.
When customer service is done right, even a frustrated customer can become the company’s biggest fan. And that, dear reader, is the gold standard we should all strive for.
In Douglas Adams’ The Hitchhiker’s Guide to the Galaxy, we’re told that the answer to the ultimate question of life, the universe, and everything is the number 42.
For me, the secret is a bit more practical: It’s the ability to negotiate.
