I received a book in the mail entitled Stellar Service—Merge Now with Wow to Create Customers for Life! by Craig Harrison. I have known Craig for many years through The National Speakers Association and have always thought he was a great guy doing good work. His new book is excellent and I recommend that you check it out: www.expressionsofexcellence.com
One of the things that excited me about the book was a clever exercise Craig developed that uses Haiku to teach his stellar service methods. He defines Haiku as three-line poems of seventeen syllables following the 5-7-5 syllable format for each line.
Craig challenges his students to write Haiku in order to learn to communicate effectively, keeping in mind the many complexities involved in customer communications. Craig believes that reading Haiku can be comforting and writing them can be therapeutic. He encourages people to write them individually and as teams to express personal or departmental issues in a creative way
Here are a few examples.
Learning to say No.
My self-respect is rising
Now, I’m in the know
My Boss says he cares.
Another birthday ignored
Does he know I’m here?
Yes, yes you nodded
I thought you agreed with me
You simply heard me.
Send me yours and I’ll share them with Craig. Here is my Haiku. It’s about what is on my mind this month.
New project on rise
Excited to share with friends
Stay tuned for new thoughts.
As Craig stated in his book, customer service is a complicated business, which is why I have developed the Magic of SILK™ presentation. It shows managers and employees the essential elements needed to deliver service as reliable, strong, exquisite and flexible as silk. Three takeaways from the program are innovative thinking, understanding the essence of your personal signature and your personal responsibility to leave a legacy.
Looking for a customer service expert or concierge trainer?
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