My credit card recently expired, which meant updating accounts such as Netflix, cable, etc. where the card was used for automatic payment.
It was a strangely inconsistent process from company to company.
My cable company's website wasn't working, ...
The new executive looked with dismay at the list of strategic goals the CEO had shared. They were designed to help the organization create a service culture, yet she knew the list was not very strategic nor did it contain actual goals.
One goal wa...
I distinctly remember the first time I apologized on behalf of America.
It was 1995 and I was living in Dublin, Ireland. I wandered into a gift shop near Grafton street to purchase some Waterford crystal to send home to my mom.
As I walked around ...
Sharing information with non-desk employees is a challenge in customer service.
These are employees who don't sit at a desk in front of a computer to do their job. They may not even have a set work station and often don't have access to comp...
A few years ago, I was having a conversation with the CEO of a small local credit union. The credit union had hired me to conduct a customer service assessment and I had asked him about his vision for serving credit union members in the future.
There's a long-running debate about customer service survey rating scales.
Some people think they should be even, such as a survey that asks customers to rate their satisfaction on a scale of 1-4.
Others think survey scales should be odd, making ...
Bryce (not his real name) dreaded coming to work.
A regular customer frequently complimented Bryce on his appearance and made sexually suggestive comments. It made Bryce feel so uncomfortable he went to his manager for help.
Bryce's manager was unsymp...
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