Choose Your Own Customer Service Adventure
Just like Jeremy says in his post from earlier this week, The Awesome Things People Share With Me, one of the greatest parts of being a customer […]
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The Awesome Things People Share With Me
One of my favorite things about being a customer service blogger is being known as a collector of good, bad and ugly customer service stories. […]
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Does Your Service Pass The Friend Test?
Is it just me or do you get uncomfortable when friends and family want to visit your business or call your contact center? Why is […]
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Dear Customer, You’re SCREWED!
Public transportation in the New York/New Jersey area is fairly efficient; it’s on time, cheap and moderately clean (er, well, for the most part). But, it has […]
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WOW Your Customer Later, Alligator!
It was to be an evening of fanciness for the Dempsey sisters. I was in town for the week, working in San Diego, and we […]
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Sales AND Support — Not Sales VS Support
Some years ago I received a call from AT&T to tell me about their U-verse service and how it would save me a ton of […]
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Stick To Your Guns And You May Shoot Yourself In The Foot
Let me give you a very real scenario and while you’re reading this, you can refer to the included image of me with a sheepish grin […]
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Communicate Clearly To Your Customers Or Don’t Complain
I was out of town recently and received the SMS notification that my prescription was ready for pick up at CVS pharmacy. I knew I […]
Continue reading »Deliver The Kind Of Service By Which All Others Will Be Measured
I was introduced to Shep Hyken’s story about Frank the cab driver a little over a year ago while reading the book “Moments Of Magic.” […]
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Listen, Verify, Satisfy
Two recent customer service experiences have reminded me of the importance of actively listening to our customers. Let me start with the bad. We recently […]
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