Jenny Dempsey

The R.O.A.D. To AWESOME Customer Service Training

In December, I shared a post about On-Boarding Without Over-Boring with some tips to help leaders ensure that their new employees have a memorable first day. The trick: Keep it fresh, fun and casual, but make sure policies and other business-y stuff is clearly communicated and understood.…

3 Reasons Why New Employee Feedback Benefits YOUR Business

We all know feedback is a gift. We’re given an inside glimpse of something we see every day from an outside, fresh pair of eyes. We’re able to take that information, make changes and grow our company. And of course, feedback from customers is the most…

Surprise Your Customers With Unexpected Service

In the market for an organic face moisturizer, I popped over to Amazon.com to check out the offerings and read reviews. I stumbled across a product by a company called Era Organics. After doing some research, I placed my order for the Face Moisturizer Cream through Amazon. It…

5 Gifts For Your Customers

Because we’re avoiding Jeremy’s (@jtwatkin)  5 Customer Service Lumps Of Coal, we might as well offer what the good boys and girls get from Santa, right? While the gift of a working service is ideal for your customers, there are many intangible things behind the service itself to...

The Power Of “How Are You?” In Customer Service

Customers want their problems fixed. Customer service representatives want to fix the problems of the customer. How often do you receive customer service from a company and they say, “What can I do for you today?” They get right down to business! They’ll get you out…

On-Boarding Without Over-Boring

Welcome aboard! The first day on a new job will often be full of these things: Nervousness Boring-ness Anxiety Confusion Paperwork Awkwardness Training But, what if we added a few other things to the list: Laughter Silliness Welcome Cards Free food Decorations Swag For as much as…

Small Bucks, Big Memories In Customer Service

While diving into reviewing customer feedback today, I stumbled across a situation in which a customer experienced a lot of frustration to pay a small bill with our company. Their comment states, “Not big dollars, but long memories.” Wow–totally know what they mean by this! The…

3 (Not So Easy But Important) Ways To Create a Consistent Customer Experience

Wow, I sure do shop at Guitar Center often enough. My most recent post Tune Into Quality Customer Service from last week needs a follow up post. Then, Jeremy commented about how I’ve definitely shared Guitar Center stories in the past. So, why not jam them all...

Tune Into Quality Customer Service

It was time. Time for me to purchase a new guitar. I went to Guitar Center with a specific one in mind but asked the acoustic guitar sales rep, Dave, for his “best one under $250″. He went into stealth mode, with an upbeat tone of…

Roll Out Of Bed And Into The Customer Service Fun

A themed dress up day at work isn’t a favorite of everyone–some people just feel ridiculously silly and will avoid it all together. But, some of us are totally game for it. And, you’d be surprised at how many people really get into it, despite the ridiculousness....

A Personalized Customer Experience Is No Secret

It was time for some new “undergarments” so I took a trip to visit Victoria and all her pink stripes at the mall. I tend to feel overwhelmed at this particular store with all the frills. I just want the basics and don’t want to spend...

A Housecleaning Customer Service Adventure

A housecleaning company manager sets up an appointment with a customer for a walk through of their home to learn how big the space is and what the customer would like to have cleaned specifically. Since the home is that of a friend of a friend,...

Un-Bursting Bubbles in Customer Service

Nothing beats a positive customer experience story shared over a glass of wine after a busy day. Here’s a story for the WIN: My Aunt Robin loves herself some refreshing sparkling water but was tired of buying bottle after bottle of the bubbly from the store. She…

2 Easy Ways to Not Turn Your Customer Away

I need to ship a guitar. I didn’t want to go dumpster diving in the high desert of Southern California, with the rattlesnakes and tarantulas, so I opted to purchase a box. I head to the local Staples (@Staples) store to buy a box large enough…

Customer Service Is A Blank Canvas

Last week, we celebrated customer service and kicked it off with a team paint night. You can read all about it here. My painting was inspired by our three part blog Cultivating Customer Service post with Nate Brown (@CustomerIsFirst) from back in August. You can...

Another Choose Your Own Customer Service Adventure

I live with my sister right now and was in need of stocking up on food for the week. So, where else would we go to buy in bulk other than Costco? I don’t personally have a Costco membership yet (going to sign up for...

Appreciate The Learning Opportunities In Customer Service

Our customer service team at Phone.com has a peer recognition program called Smiles where each employee can nominate each other for their amazing work. We also place positive customer feedback into what we call The Smile Box. Each week, we draw names from the box and...

3 Ways to Effectively Place a Customer On Hold

You’re busy. Your phone stops working. Now you have to call tech support. “I’d LOVE to call tech support today and wait in a queue for 30 minutes“…said no one ever. You pick up the phone and dial the support line, select your menu options and…

The Little Things Keep The Big Things Running In Customer Service

It all began when a bolt in my right front brake fell out while I was driving up a hill one evening in San Diego. Through this situation, I witnessed the kindness of a stranger who stopped on the busy street while talking on his headset...

Don’t Tow Your Customer Along With Bad Service

Only 4 days into my move back to CA and this is my welcome home gift. Or something like that! Last week, I shared post #1 titled Pushing Kindness of my recent (and scary) car adventure. It was a short post highlighting the random kindness...

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