Posts Tagged "Customer Service"


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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To Apologize or Not To Apologize

Share this article: When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you work for a SAAS (Software as a Service) provider and a customer...
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Calming the Quit Reflex With Coaching

Share this article: On this recent Father’s Day, my wife gave me a free pass to head to the mountains for a few hours to go fishing. I got all my fly fishing gear loaded in the car, including my...
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