Party of one, anyone?
In the short time since my last post, much of our world has been relegated to a party of one. Shelter-in-place orders are proliferating across the country, and people increasingly…
Category: 37 and Counting
Perfect time to practice ‘peer’ customer service
I’ve often said that we’re all small businesses consisting of ourselves. While we may not be self-employed, we all certainly perform what can be called basic business functions in our…
Sensationalized coronavirus media reports, Trump Administration containment claims damage ‘customer service’
A balanced perspective about the coronavirus would provide a great customer service to We the People. Instead, we have sensationalized media on one side proclaiming that the “sky is falling.”…
Coronavirus claims deserve utmost scrutiny, truthtelling
Establishing consumer awareness, ensuring consumer safety and promoting education are three critical customer service functions. As everything from product counterfeiting to coronaviruses becomes more front-and-center in the eyes of the…
Airline ‘Recline-gate’ discussion spotlights when one person’s customer service is another’s disservice
To recline or not to recline on a plane: That is the burning first-world dilemma currently making all kinds of headlines. The scandal began when a male passenger started punching…
Employees are where customer service rubber meets the road
Companies can tout customer service, execs can make sweeping statements about its importance, reviews can show how good a job the company is doing—but at the end of the day,…
Marketing exaggeration sets up poor service complaints
Industries ranging from telecom to travel are experiencing the downside of exaggerated marketing claims unsupported by performance. An ad touting lightning-fast 5G connections offers disappointment when customers learn that it’s…
Successful customer service programs develop from a place of authenticity
Essentially, treating people well and keeping them happy is substantially about treating others the way you want to be treated. Putting together and maintaining a system that will do this…
