Jenny Dempsey

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, I begin to think that maybe I need to stop shopping in the discount Junior’s department. Stepping…

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 knocking on the customer service door with their questions. Think of the last time you visited a company website to…

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 must accept that we gave it our best shot and send the customer on their way to find something that...

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 started to apply it to my new role with a new company in customer service. And gosh darn it, so…

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 are frustrated. You visit the company website and they only offer email support. You cringe. You cry. You expect the...

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, it was a “let me get rid of this crazy goose to whomever will take it” sort of thing. We...

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 in a town that was considered “rural suburbia”. Think track homes with half acre farm lots, horse trails instead of sidewalks...

A Very Happy Customer Service Lands’ End-ing

Ah yes, there is nothing like a happy ending! Especially when it comes to customer service. Are you with me? My friend Heather, that I have known since junior high school, shared a story on Facebook recently that definitely caught my attention. It was so good…

Burger, Fries And A Customer Service Surprise

My sister ventures out to Los Angeles to pick me up from the airport on a Friday evening after I arrive back from a two week vacation in Europe. I’m full of jet lag and ready to eat dinner and go to bed. She’s frustrated from traffic...

3 Tips For Taking Care Of Your Customer Without Getting In Their Way

While shopping at a department store recently, the moment I stepped in the door, I received a greeting and offer for assistance. I declined, knowing what I wanted, and went toward that direction in the store. On my way there, I was asked if...

Don’t Dust Away Your Customers

I go shopping at a local Home Goods store. I am next in line to check out with the cashier. There is a line of 6 people behind me. There is one cashier open, assisting a customer with a large purchase who also is trying to wrestle with two screaming children in…

Customer Service Advice From Mildred Pierce

While Mildred Pierce anxiously eats her ham sandwich at a restaurant in Los Angeles, she witnesses a waitress being fired for stealing tips and sees an opportunity. Never having worked in a restaurant before, she makes her way into the kitchen and asks for a job as...

3 Tips To Providing Authentic Customer Service

Sometimes, things do not work properly. Sometimes, things break. Sometimes, things are unfixable. As a customer service representative, you have to explain this to the customer who currently has an issue that is causing frustration in their life. The customer calls YOU, yells at YOU…

Hey Big Company, There Are No Excuses For Bad Customer Service!

I spent nearly 2 hours on a conference call with my Phone.com customer and a nameless phone provider’s customer support department yesterday afternoon. The entire call felt similar to the reaction to the sound created by nails dragging on a chalk board. Was the issue solved…

Learn To Be The Customer Service Advocate

The other day, my boss Jeremy (@jtwatkin) shared words of wisdom about my role as a customer service manager and how my one biggest job is to advocate for the team. No matter what I do, my job is to make sure they have what...

Driving Change In Your Call Center One Survey At a Time

Do you want to throw more fun work events into the lives of your customer service team but are not sure where to begin?  Do you supply snacks and beverages to your customer service team but never know what people actually like to munch on? Do you want to…

3 Tips For Using Positive Language With Your Customers

On my drive to work, the local radio station made a joke about a new mobile app that allows you to type the bad news you have to deliver in English then spits out the translation in Spanish. While the mobile app isn’t real (why not?!),...

Mo Orders, Mo Problems In Customer Service

Have you ever noticed that when you purchase in bulk, whether it be food, drinks or any other item, the reps at the store often freak out? For example, I’ve had the task of picking up Starbucks Coffee orders from a large group of co-workers in the office....

Pizza, Privacy and A Social Media Storm

I admit it, I don’t even know who Iggy Azalea is. I know, that probably makes me seem really old and lame. But, when I heard a customer service story about how she ordered a Papa John’s pizza and her personal cell phone number was distributed to...

Remember, You’re Memorable!

Sarah McLachlan sums it up in her song, “I will remember you. Will you remember me?” And, our customers sing this to us each and every time they walk into your store or pick up the phone to call your support center. That’s a lot of…

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