Last week I was interviewed for a customer service podcast. The host has authored several books on the topic and has an excellent reputation as an industry thought-leader. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that
Last weekend I emailed the following complaint to the customer service department at The Wall Street Journal: Our Wall Street Journal delivery person has a gutter mind. Let me explain. Ever since we moved to our new address in January, with annoying frequency our morning paper is tossed in the
When is the last time you experienced exceptional customer service at an arena or stadium? In my experience, employees at these venues regularly treat event guests like nondescript masses of humanity: processing them, each one like the last one, at various entrances before ushering them past overpriced concessions en route
My daughter turned nine over the weekend. To celebrate, I ordered an ice cream cake from Cold Stone Creamery. Although I had requested the cake be decorated with “assorted flowers in her favorite colors of purple, blue, and turquoise,” when I stopped by to pick up the cake on Sunday
This is the second post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This post is the sixth in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer service is viewed as a department, a designated employee’s job role or, someone else’s responsibility. Because of this limited view of customer service, many employees
Last week, I delivered customer service training to the staff of a New Orleans hotel. During a table group activity midway through the class, a participant suggested providing complimentary coffee in the lobby each morning as a way to pleasantly surprise hotel guests. In response to his suggestion, I overheard
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