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Customer Service Empowerment Techniques Kudos Kudon'ts

Consumer confidence is a many splendored, and easily shaken, commodity

Great products are part of a great customer experience. Costco has figured this out. In addition to favorable pricing and excellent treatment, Costco has earned a reputation for carrying reputable products. While it’s not a perfect system, more often than not customers can buy products with confidence—figuring that only the crème de la crème will […]

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Customer Service Kudos

T-Mobile and Siggi’s share emotional intelligence

Emotional intelligence can take many forms, from admitting a mistake to giving consumers an enlightening experience. Siggi’s Yogurt did the former. T-Mobile gets a shout-out for the latter. Within a week of starting to consume Siggi’s Yogurt, I received the following email: “We heard you loud and clear…In our never ending quest to lower sugar, […]

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Customer Service Kudos

Costco optical department specialist earns ‘emotional intelligence’ kudo

As anyone who hangs with me knows, I love Costco. For two-plus decades, they have personified emotionally intelligent customer service across the board. That’s due to a caliber of the people they hire, and how they train them. During a recent visit to the Parker, CO store to get my new glasses adjusted, I was […]

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Building Bridges Cultivating Positive Relationships Customer Service Kudon'ts Kudos Opinion

Tale of two companies: Nova Home Loans displays emotional intelligence in contrast to loan servicer emotional ignorance

A key tenet of successful customer service is the level of emotional intelligence or ignorance that prevails. This pervades all facets of customer service, but one where much improvement is needed is the written word. Especially now, amid major stress, anger, and frustration, corporate America could do itself proud by communicating positively and supportively. Instead, […]

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Customer Service Healthcare Kudos Opinion

Before Hep C Connection, Ann Jesse founded New Orleans food bank

Long before Hep C Connection, Ann Jesse (formerly Harlan) was the founding Executive Director of a New Orleans food bank called the Community Food Distribution Center (CFDC), described as one of the first programs of its kind in the US. In addition to a large central storage area, 17 distribution centers served those needing help […]

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Customer Service Healthcare Kudos Opinion

Ann Jesse offered Hep C sufferers customer service via peace of mind

Ann Jesse dedicated herself to providing Hep C sufferers peace of mind, along with education and access to needed clinical and emotional resources. It started with Hep C Connection’s He!p Line. Notes an organization brochure back in the day: “How He!p Line works…Positive screening for HBV and/or HCV triggers a notification letter to the donor, […]

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Customer Service Healthcare Kudos Opinion

Ann Jesse’s Hep C Connection changed the disease’s trajectory

Ann Jesse didn’t just talk about change. She made it happen. Along the way, she enhanced many lives nationwide. She founded multiple organizations. Hep C Connection is the one I knew best. A brochure summarizes the organization’s focus, which ultimately became their most extraordinary customer service contribution: “When donors test HBV/HCV positive, give them more […]

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Cultivating Positive Relationships Customer Service Kudon'ts Kudos

Comcast customer service fails to follow through

Over-promising and under-delivering takes many forms, as a Comcast customer service snafu detailed by ZDnet.com’s Chris Matyszczyk shows. A log-in failure on HBO Max, part of a Comcast plan, led him to Comcast customer service to solve the problem. Ultimately, the problem was resolved…by HBO Max, not Comcast. Oracle.com addresses how customer service can and […]

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Building Bridges Cultivating Positive Relationships Customer Service Kudon'ts Kudos

Peloton experiences ‘under delivering’ customer service woes

It may be Joe Biden’s stationary bike of choice, but Peloton is currently a poster child for under delivering, with buyers expressing strong frustration about long waits to get their bikes delivered. Notes the New York Times in a January 17, 2021 article: “Peloton’s Rapid Rise Is Threatened by Its Slow Delivery…The company has boomed […]

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Cultivating Positive Relationships Customer Service Kudos

One extraordinary customer experience cements loyalty

Through all of the advice and philosophizing out there, sometimes great customer service boils down to what Jack Palance told Billy Crystal in the movie City Slickers. Excerpted, Palance asks, “Do you know what the secret of life is?…One thing. Just one thing…[Crystal asks] But, what is the ‘one thing?’…[Palance replies] That’s what you have […]