Customer Service Life

We recently enlisted the services of Jeff Toister, President of Toister Performance Solutions to gauge the alignment of our customer service team at Phone.com. It […]

Customer Service, Jeremy, Leadership

Coffee And Customer Service: Phone Support Pet Peeves

Posted on September 19, 2014 by Jeremy Watkin

Don’t you hate it when phone support folks put you on hold with no warning, or rush you off the phone, or say they are […]

Customer Experience, Customer Service, Jenny, Jeremy

3 Ways to Effectively Place a Customer On Hold

Posted on September 18, 2014 by Jenny Dempsey

You’re busy. Your phone stops working. Now you have to call tech support. [insert sigh of desperation here] “I’d LOVE to call tech support today […]

Customer Experience, Jenny

Stop Treating Your Customers Like Dragons

Posted on September 17, 2014 by Jeremy Watkin

The movie How To Train Your Dragon has been a big hit in my house of late. In fact, we just had a dragon-themed birthday party. […]

Customer Service, Jeremy, Leadership

The Little Things Keep The Big Things Running In Customer Service

Posted on September 16, 2014 by Jenny Dempsey

It all began when a bolt in my right front brake fell out while I was driving up a hill one evening in San Diego. […]

Customer Experience, Good Customer Service, Jenny

Monday Motivation: Set Attainable Goals

Posted on September 15, 2014 by Jeremy Watkin

I’ve spent a lot of time thinking about goals recently. The tried and true method for achieving goals is SMART: Specific, Measurable, Achievable, Realistic, and […]

Customer Service, Jeremy, Motivation

Coffee And Customer Service: This Week In Review

Posted on September 12, 2014 by Jeremy Watkin

During today’s Coffee and Customer Service hangout, we discussed all of the happenings on our blog this week from stories of upselling, to towing, to […]

Coffee and Customer Service, Customer Service, Jenny, Jeremy