How You Handle The Bad News Says A Lot About You
I was recently digging through a folder on my computer where I store good voicemails from customers. One particular message stood out from several years […]
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Manager: Don’t Require Your Staff To Do That Which You’re Not Willing To Do
I wrote a post a while ago about multitasking. In that post I mentioned a particular time when I asked our customer service representatives to […]
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A #CX Suggestion For My Local Starbucks
I met a colleague at the local Starbucks earlier today to talk about a few things. Upon walking into the store, I noticed the barren […]
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5 Tips To Make A Prickly Situation Beautiful
This post was originally published on Doug Sandler’s Guest Blog of Amazingness. Click here to read the original post. When I was a teenager, I […]
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5 Ways To Be Your Customer’s Hero
I recently had the opportunity to read the brand new customer service and experience book, Be Your Customer’s Hero, by Adam Toporek. Having reviewed many customer […]
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Are You Ready For A Video Barista? Part 2
A couple weeks ago I shared about my initial experience with my very first video barista at Starbucks. If you recall, I was completely thrown […]
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Continuous Improvement Like Running A Marathon
Yesterday I completed my seventh full marathon (26.2 miles) and just about the only part of my body that isn’t sore is my fingers. I […]
Continue reading »It Pays To Be Social!
A little over two years ago, we started a blog and decided to promote it over social media. That meant using my Twitter account to […]
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3 Tips For Taking Care Of Your Customer Without Getting In Their Way
While shopping at a department store recently, the moment I stepped in the door, I received a greeting and offer for assistance. I declined, knowing […]
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What’s Your Flavor Of Customer Service?
Some time ago a friend shared this story with me about a Yelp battle between a customer and a restaurant owner. The conflict stemmed from the business refusing […]
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