Coffee and Customer Service: TGIF!

In this week’s coffee and customer service hangout, Jenny and Jeremy talk about the topics near and dear to their hearts this week.  The cover things like Jenny’s journey with delegation and a customer service topic Jeremy loves to hate.  You don’t want to miss this one!


Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.


  • Love to see the “inner workings” of J and J. Great C and CS video

    • Jeremy Watkin

      Ha! Thanks Doug. Let us know when you’re ready to do a hangout with us to talk customer service.

  • Hi there. This Louisiana based customer service evangelist loves that you focused on Lagniappe (it’s in my Common Sense Service Book so maybe that’s where you saw it …) anyway had to give you the phonetic spelling – lan-yap. You almost got it right but more importantly you nailed the definition of giving ‘a little something extra’ which is the ultimate customer service tip!

    • Jeremy Watkin

      Hi Teresa! Thanks for checking out our hangout. I think I have read a few of your posts on but haven’t had the pleasure of reading your book yet. I will add it to my reading list very soon. We actually heard about Lagniappe in “Hooked On Customers” by Bob Thompson and also “Integrity Service” by Ron Willingham. Now I’m wondering if they ripped it from you! Anyway, thank you for the help with the pronunciation.

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