Jeremy Watkin

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 of getting the little things right and how those small details often make a huge difference. While each of...

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 met a customer face to face on one hand… and I may not need my thumb. Back when I...

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 Split Cookies the other day. They were truly mind-blowing! Shortly after eating one of the cookies another newbie,...

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. I'm not getting my man card back any time soon. The other night, my wife and I got...

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 was due to fly back to San Diego on Sunday evening. The first leg of our flight was from...

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 was "Ooooooh a restaurant devoted to pie! Yum." After my friend informed me that it was a pizza...

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 office. I had a fantastic chat with Angela who was extremely friendly and patient. Of course I took...

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 San Diego there are no direct flights to Eugene so I always have my pick of which airport I want...

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 a bit like herding cats. It is not uncommon to have to do the same training session three times...

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." Here is a photo collage of the images I received. As you can see we have everything from...

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 repair to make. I typically go to Home Depot and spend $5-10 on the part that I need and...

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 teeth are "dry" and "socket." For the last week I have been in the business of pain management and...

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 again. After finding out the compressor for our AC had a hole in it and the repair would be...

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 and feelings that sweep over you in those moments. Is it safe to say your inner monologue sounds a little something...

Conference Review: Customer Experience Exchange West Coast

I was recently invited at the last minute to attend the Customer Experience Exchange conference by IQPC held in my own back yard. Upon reviewing the website and seeing the guest speaker list, I quickly realized I would be among people in the...

Repeat After Me. To Assume Makes An

Sunday was Mother's day and I'm reminded of a simple yet powerful lesson my mom taught me when I was growing up. I have a hunch many moms taught their kids this lesson but if they didn't, allow me to be the first....

Monday Motivation: Whose Team Are You On?

It's so easy in the world of customer service to develop an us versus them mentality. Heck, in companies it's just as easy to do this interdepartmentally as well as between customer service representative and customer. As I was running the other day and...

redbox Delivers A Top Notch Customer Experience

When I was growing up, my dad loved to rent movies but we were never a Blockbuster family. We always opted to rent from the library, Long's Drugs or anywhere else that you could rent a movie for $1 or less. Paying...

Lessons In Serving From The Movie “Click”

I'm going to keep the introspection train rolling today after a terrific post by Jenny entitled "Contagious Customer Service Starts With A Smile." As a father, I spend a lot of time thinking about that role and how I can do it better. ...

My Apple Experience

I recently had the joy of getting a new computer. After many PCs I went with my first Mac. In this video blog I share briefly about my experience at the Apple store as well as a unique insight I gained in...

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