Jeremy Watkin

Think Of Me When You Experience Awesome Customer Service

I had a rather eye-opening experience yesterday. I make it very clear on my social networks that I love awesome customer service stories...

To Err Is Human…

A few days ago, I was reflecting on an experience with customer service and decided to twist an old saying: To Err is Human. ...

Obstacles To Building Long-Term Relationships With Your Customers

I recently had the privilege of presenting to a group of MBA students in a marketing class about ways companies can build long-term relationships...

Great Customer Service Pros Come From All Different Places

At our office we have been talking quite a bit about the unique abilities and strengths of our customer service team using StrengthsFinder. ...

Monday Motivation: Choose To Be Awesome

As a father of young children I am finding that I often wake up on Monday feeling the need to recover from the weekend....

What’s In A Name?

Mechanics have always been a bit of a sore subject for me. There don't seem to be many that instill the confidence in...

Reframing Our View Of Our Super Customers

Phew! What a day. I have spent more time talking to customers today than I have in a while. I rarely talk...

A Little Tiramisu Can Sweeten Any Customer Experience

My wife recently had a birthday and thus chose Il Fornaio on Coronado Island as our destination to celebrate. We like the food...

Internal Customer Service: Don’t Forget About The Folks Behind The Scenes

Sending emails to my team is often a dicey proposition. Most emails are met with little or no response, leaving me insecure as...

The 6 Dreaded Words Of Any Contact Center Agent: “Let Me Speak With Your...

Nothing gets the attention of a grouchy CSR like the phrase "Let me speak with your supervisor!" Am I right? Don't get...

Before Telling Others To Improve Their Customer Service, Improve Yours First!

One of my biggest fears as a customer service professional and a blogger is that we would spend all of this time talking about...

Hello Home Depot!

As my family grows, packing for road trips becomes more and more of a science. For our latest trip we have introduced the car...

A Review Of “The Cult Of The Customer” By Shep Hyken

How many of you enjoyed writing book reports when you were in grade school? I would say I was generally indifferent toward them...

A Rash Of Good Customer Experiences Lately

Do you ever feel like you're on a good run when it comes to customer experience? We've talked at length about the importance...

The Putting A Name With A Face Kind Of Customer Service

I have worked on a customer service team for almost 13 years now and I think I can count the number of times I've...

Monday Motivation: Be A Smile Collector

We recently had the pleasure of adding some great new customer service representatives to our team. One of them, Monica, brought in Banana...

Customer Experience Lessons From Taylor Swift

In a post several months ago we established that I am a Taylor Swift fan and at this point there's absolutely no turning back....

Jenny, Your Much Needed Reminder Caused My Flight To Be Delayed

I just read Jenny's blog post entitled "A Much Needed Reminder" and couldn't help but respond. I was in Indianapolis over the weekend and...

Proactive Customer Service At Project Pie

I was recently turned onto a new restaurant in San Diego called Project Pie. Like you, my initial reaction when hearing about it...

I Can Feel The #Delllove!

I recently used the 24/7 chat support @Dell to ask a relatively simple question about some computers we are looking to buy for the...

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