We’re being assaulted by technology over-communication, poor due diligence, and sloppiness—much of it coming from inconsistent monitoring and attention to detail. This afflicts many tech sectors, including “CRM” apps, “customer service” chatbots, and IT/customer support staffs unable or unwilling to pay attention. A former telecom tech specialist lamented to me that many apps get rolled […]
Tag: #commonsense
Frontier Airlines just closed their phone customer support call center, in essence telling fliers to go elsewhere if they’re not prepared to do everything digitally. Evidently, Frontier Airlines decided not to take my advice about prioritizing live-person customer support. They just ended it, citing surveys supporting digital-only choices. What they clearly don’t understand or care […]
Based on the premise that all stakeholders are essentially “customers,” both Twitter and Meta are doing a poor job of customer service. Elon Musk and Mark Zuckerberg are displaying some of the egregious behaviors of 19th-century robber barons, who ruled ruthlessly—often squashing customers and employees beneath their feet. A Britannica.com citation addresses the offenses: “robber […]
This is a follow-up to my People who need people post. As the previous post addressed the need for real, live people in the customer service mix versus all-digital, this one discusses the digital versus hard-copy issue. For those firmly committed to all-digital, all the time, good luck. You’re gonna need it. My recent technology […]
In the 1964 Broadway musical Funny Girl, star Barbra Streisand introduced the song “People.” In part, the lyrics went, “People who need people are the luckiest people in the world.” From live phone customer service support to grocery checkout, increasingly the default is to push everything to technology: email, chatbots, text, grocery scanners. When it […]
Lafayette, Colorado’s Bob L. Burger Recreation Center is the best community fitness facility I’ve visited in 45 years. And I’ve had some type of fitness membership—from private clubs to community rec centers and everything in between—during that entire time. The delightful customer service experience was even more impactful given the current trend toward stupid, inattentive, […]
As Mark Lusky Communications celebrates 40 years in business and the fourth anniversary of the happycurmudgeon.com Customer Service blog, we pause to honor the evolution of the international B Corp movement, and one of B Lab’s Global Stewards, thought leader Jared Meyers. He founded Legacy Vacation Resorts (B Corp); is a Co-Founder of Florida for […]
I’m so accustomed to citing Costco’s legendary customer service that it’s hard to fathom that other retailers are making their own contributions. Two grocery store experiences over the last couple weeks deserve high praise for service above and beyond. While vacationing in Florida, I went to Publix (largest employee-owned US company according to Forbes) in […]
Guest post by Cathenry. The ninth and final lesson in the Forbes article Nine Impactful Customer Service Lessons That Can Change Your Business Approach is “Customer Service is Actually about You.” I often see myself as the director of first impressions for my business. I try to avoid coming across with a fake personality or […]
Guest post by Cathenry. The eighth lesson in the Forbes article Nine Impactful Customer Service Lessons That Can Change Your Business Approach is “If you always think you’re right, you’ll never learn anything new” and it reminds us how important it is to listen. Recently, I needed some unresolved printer help. I bit the bullet […]
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