Jeremy Watkin

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...

Why I Tipped The Singer Guy At PDX

I am by no means a heavy business traveler however, my work does take me up to Eugene, Oregon every so often. From...

Introducing Darren’s Law

If you've worked in a call center for any length of time you know that trying to coordinate any form of a meeting is...

Awesome Is In The Eye Of The Beholder

To illustrate a point this week, I asked our customer service team to each send me an image that best exemplified the word "AWESOME."...

Building A Customer Service Team Of Experts

At my house, I call the plumber often and let me tell you how the process usually goes down. I'll have a plumbing...

When I Say Empathy, This Is What I Mean

I had my wisdom teeth extracted a week ago and the two words I have learned you don't want to hear in relation to...

My Last Post About Cars

My experiences with auto parts stores of late are well documented on this blog and if you believe the title of this post, think...

Customer Service Nightmares

What thoughts go through your head when you hear particularly negative feedback from an employee or customer? Think of the plethora of emotions...

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