Jeremy Watkin
Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.
My 5 AHA Moments From #CCDemo14
Yours truly found the opportunity to get away to see hallowed baseball ground. I had the privilege of attending ICMI’s 2014 Contact Center Demo in Chicago....
3 Simple Alternatives To Saying No
I recently ordered some of my favorite Clif brand energy gels from one of my favorite running supply websites. They are always extremely quick...
Why Stories Are Essential To Contact Center Culture
This post originally appeared on the ICMI blog. Click here for the original article and to read more fantastic customer service content form ICMI. Customer...
Lead With Empathy And The Customers Will Follow
My last image of my dog Bruce. In his last moments he got to be with the three things he loved most: food, ball...
Customer Service Through A Different Lens
A computer with a braille display. I have been fortunate during my years in customer service to speak with several blind customers and work to assist...
5 Steps To A Winning Service Recovery
A few weeks ago I spent some time airing out my grievances with my bank over their handling of the recent Home Depot security...
Awesome Culture As Easy As Customer Service
Yours truly rocking the circle desk. How can I help you? This post was originally published on the ICMI blog on October 1, 2014. Click...
#CSWeek Is About Caring
Customer service week was so fantastic, we figure it would ok to let it spill over into a second week. What do you think? Thursday...
The 4 Characteristics Of A Customer Service Superhero
As customer service professionals we are so often asked to be superheroes. One moment we're trying to handle two chats and a phone call,...
5 Surefire Ways To Knock The Socks Off Your Customers
Today was one of THOSE days! Ask me how I can tell. I called Victor’s Kafe, the local Greek place, to order my favorite...
The 5 Standards Of Awesome Customer Service
In a post last week, I explained our concise definition of AWESOME customer service for our team at Phone.com. To review, we define AWESOME...
Your Customer! Your Problem!
My latest fun customer experience is brought to you courtesy of my bank. Ten days ago I received an email that I only sort...
Lowe’s Customer Service Says No Problem To My Problem
It was intended to be a quick Saturday trip to Lowe's (@Lowes) to pick up a single light bulb for my son's little fish tank. Of...
What Is Awesome Customer Service?
We recently enlisted the services of Jeff Toister, President of Toister Performance Solutions to gauge the alignment of our customer service team at Phone.com....
A Play by Play of Customer Amazement
A couple months ago, we received a feedback survey from Alexander, a customer who was frustrated because his Phone service wasn't working properly. He...
Let The Customer Be Right…Even When They’re Wrong
I never attempt to hide the fact that I am a loyal Costco shopper. Nothing gets me more excited than a two-pack of Kirkland...
Fighting Customers Indicates A Bad Customer Experience
As a 6’4″ business traveler, a recent post on CNN titled Don’t ban reclining seats, ban jerks on planes, caught my attention. To summarize the article,...
3 Customer Satisfaction Nuggets You Can’t Miss
I have been aware of the Zendesk Customer Service Benchmark Report in the past, but somehow my good intentions of reading it always fell...
4 Ways To Stop Scaring The $#!@ Out Of Your Customers
On a recent walk through my neighborhood with my kids and dog, a sign in a front yard caught my attention. The sign (pictured)...
Cultivating Fantastic Customer Experiences – Part 2
In part one of this series, Nate Brown talked about the dangers of rocky soil, also known as a poor employee experience. I’d like to...