Category Archive for "Jeremy Watkin"


Customer Service Tip of the Week by Jeff Toister

Share this article: I’ve been a happy subscriber of the Customer Service Tip of the Week email distribution list for a couple years, reliably receiving a practical bit of customer service advice every Monday when I arrive to work. I...
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Synchronous vs. Asynchronous Support Channels: Which is Better for Agents and Customers?

Share this article: This article was originally published on August 15, 2018 on CustomerThink as part of Jeremy’s regular advisor column. Click here to read the original post. I’ve found the topic of support channel mix to be an interesting...
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Book Review: Be Amazing or Go Home by Shep Hyken

Share this article: When I started blogging about my experiences in customer service several years ago, one of the first people I met was Shep Hyken. It didn’t take long for him to become one of my heroes in this...
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Climbing the Mountain One Milestone at a Time

Share this article: Since moving to Oregon a few years ago, I’ve fallen in love with the Cascades, a mountain range with several awe inspiring volcanic peaks. I think of the likes of Mt Bachelor, Broken Top, Mt Jefferson, Mt...
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The Subtle Differences Between Good and Bad Customer Service

Share this article: I recently spent some time with some of our star colleagues who consistently earn high customer satisfaction marks from customers. As I shadowed chat support conversations I was struck with the realization that the differences between great...
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Own Your Stuff!

Share this article: I was driving home the other day and watched one car rear end another about fifty yards ahead of me. As I pulled up next to them, I witnessed the first car pulling off to the shoulder...
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Eating Your Own Dog Food

Share this article: I’ve already established that I’m a big fan of my new dentist and their approach to the customer experience. I recently found myself in the hygienist’s chair staring up at the ceiling where she has a cool...
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Grand Teton National Park

Where Policies and Great Customer Service Coexist

Share this article: My family and I had a fantastic vacation. Thanks for asking! Seriously though we did a little road trip and saw Rocky Mountain, Yellowstone, and Grand Teton (pictured) National Parks. They are incredible places. After camping for...
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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Share this article: This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering...
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5 Coaching Techniques That Will Move the Needle

Share this article: This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center...
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