Masks cannot hide your smile
I’m reading a lot about how COVID-19 is going to irrevocably change customer service and customer experience. There’s no doubt that things will change –
July 1, 2020
Blog
Read More »
Customer service in the wake of COVID-19
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in
May 13, 2020
Anticipatory customer service
Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who
December 29, 2016
Always prepare the soil before planting seeds
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by
July 8, 2016
Be kind
My next-door neighbor, Behzad, has an interesting story. Although he was born in San Antonio where his father was stationed in the Army, his family
December 3, 2015
Accept your customers, warts and all
November has been a hard month for me healthwise. Every October, I dutifully schedule a flu shot. Most years, that’s sufficient and I’m generally flu,
November 21, 2014
Finding the flaws in flawless
As I type this, my Goldendoodle, Nugget, is recovering from shoulder surgery at a nearby animal hospital. His procedure was complex and required him to
May 27, 2014
Balancing enforcement and accommodation
Last week, I attended the U.S. Open in New York. While at Louis Armstrong Stadium, I encountered two stadium attendants: one who understood that his
September 6, 2013
The problem with empathy
Earlier this year, I read a book by a colleague of mine, Jeff Toister, titled Service Failure: The Real Reasons Employees Struggle with Customer Service
September 3, 2013
