Jenny Dempsey

Customer Service Surprises When You Least Expect Them

Are you in “The Customer Service Zone”? This is type of mindset where, as an agent, you find that customers are generally friendly and cooperative, issues are resolved successfully and answers to questions are all found either in your mind or in the re...

My Office Depot Customer Experience

Chair selfie! Saturday, March 24th I go to my local Office Depot to pick up a new desk chair. I sit in a bunch of chairs, find one that gives me the support I need, make my purchase, and head home. The young employee from which I requested help practi...

The Story of Buca di Beppo & One Picky Eater

I’m a picky eater. I prefer to avoid meat, wheat and dairy. Going to a restaurant, unless they cater specifically to vegan or wheat free customers, ...

How to Say “Sorry” Without Saying Sorry

My colleague recently presented me with this question: How can we reply to a customer with empathy and still take ownership of the issue, but...

What Drives The Customer Experience: An Uber Story

Leaving my hotel from the ICMI Contact Center Demo in Las Vegas, I login to my Uber app and request a car to take...

3 Slices of Advice When Taking an Escalated Customer Service Call

You sense an energy shift. The air stiffens as a silent hush falls over the room. A tapping of a finger on a desk...

Customer Service Looks Good in Hats

I have been a loyal Verizon Wireless customer for 13 years. I have also not updated my plan for about 10 years and am on...

Deconstructing Goodbye: An Exploration in Creating An Effective Email Signature

Pop quiz: What is the single most impactful marketing message that you send every day? (source) I’ll give you a hint: it’s NOT the body of...

3 Creative Alternatives to Making a Customer Read (but it not feel like reading)

Perhaps I’m just bitter, but no one reads. We’re all lost in our own la la lands, zoning in only on what we want to see. “You...

The Top 5 Reasons Your Employees Stay Put

This post was originally published as an article for the ICMI International Customer Management Institute. Understanding why employees stay with your company begins with a very simple...

A Tail Waggin’ Customer Experience

Meet my dog, Miso, an 11-year-old Pekingese with an adorable face and a laid back attitude. Meet me, a customer service manager working 8am – 5:30pm...

Go Old School & Get Personal With Your Customers

A trip to my mailbox typically results in flyers, junk mail, dentist appointment reminders, the occasional Wish.com order, or Bed, Bath, and Beyond discount cards....

Don’t Be A Customer Service Hero

Customer service agents strive to save their customer’s day. We wake up, brush our teeth, drink our coffee and arrive at work, eager to help...

What Nordstrom Does Right With Trunk Club

My clothing shopping typically consists of visits to: The Thrift Store Target Forever 21 While there’s nothing wrong with these stores, as I venture deeper into my 30s,...

Your Customer Welcome Mat

How many steps does it take for your customer to reach you? Depending on how many steps, they’ll eventually land on your company “welcome mat”, eagerly...

Hey Customer, I Have Nothing To Hide

MailChimp Monkey Has Nothing To Hide Either! Everyone in customer service land knows that we can’t please everyone. We try very hard but sometimes, we...

What To Do When You Have No Idea What To Do

No clue what to do with this goat apparently… No sugar coating here, I’m clueless. I’ve taken what I’ve learned over the past decade and...

The Art Of Smiles

This post was originally published on the internal Road To Awesome DMV.ORG visitor support blog. You are running into issues with a newly purchased product and...

When Pigs Fly In Customer Service

The last baby goose at the local feed store went home with my sister and I, as a gift from the owner. More likely,...

The Customer Service Emu

During my childhood, my family (“family” as in just my mother…this was not a complete family decision) had taken in a pet emu named Emu. We lived...

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