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Jeremy Watkin

Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.

Awesome Product + Awesome Service = Awesome Customer Experience

This was originally published on Shep Hyken’s blog.  Click here to read the original and other fantastic posts by Shep. There are a couple things...

If You’re Going To Mess Up, Err On The Side Of Friendly

I was recently in the Portland airport on a layover, missing home, and craving a treat.  I headed on over to Starbucks for a...

Perfecting The Customer Service Pause And Ask

One of my all time favorite movies is Legally Blonde.  Ok it’s not my favorite but I do enjoy it.  In that movie we...

Proactive Service Recovery Leads To Customer Delight

I realize that by saying this, I'm going to lose readers left and right, but there's really no use hiding it anymore.  I'm a...

What CSRs Want Engineers To Understand About Customer Service

I was recently asked to give a presentation from a customer service perspective to our engineering team at Phone.com.  After about a minute of deep soul...

When The Temperature Rises, It Pays To Know Your Customer’s Name

My friend Steve recently approached me after reading some of our posts on dealing with difficult customers and had advice for me from his very...

Thoughts On Remote Work And The Contact Center

I was turned on to the wonders of customer service telecommuting several years ago when we installed our first VOIP phone system at the...

A Customer Called Us Idiots…And They Were Right

When I blog about customer service, my aim isn't to paint a picture of 100% success and perfection. We in fact aren't aiming...

A Nomination For White Castle — Customer Delight Hall Of Fame

The White Castle Cravers Hall of Fame nomination and thank you card. As someone who has spent nearly my entire life in Southern California, I...

Does Your Service Pass The Friend Test?

These are genuine friendship bracelets. Is it just me or do you get uncomfortable when friends and family want to visit your business or call...

A Review Of Bob Thompson’s “Hooked On Customers”

Over the past year, we have had the fantastic opportunity to contribute articles to CustomerThink.com, and have found the site to be an amazing compilation...

3 Critical Aspects Of A Winning Culture

After watching the San Antonio Spurs win yet another NBA title, I find myself completely amazed at their sustained success.  This is a huge admission...

The 5 L’s Of Awesome Customer Service

Jeremy, the author with his new baby. I am a new father for the third time as of last Friday.  I am pleased to announce...

I’m Diggin’ The True Value Experience

I am a frequent shopper at the large home improvement warehouses and as a home owner have spent quite a bit of time and...

8 Ways To Be If You Like Difficult Customers

In a previous post, I talked about the fact that I'm learning that if I'm going to effectively deal with difficult customers, it starts...

Thou Shalt Not Tell Customers You’re Googling

I have a mantra I like to repeat to myself over and over again.  It goes something like this: My favorite customers are the ones...

Leveraging Your Team’s Unique Strengths For Optimal Multichannel Support

This post was originally published on the ICMI Blog. In our contact center, all of our agents are identical. They all type fast and have...

A Customer Experience Encore Performance

One of the many amazing reasons people love this race! In a world of poor customer experiences, the rare occasion arises where I can’t help...

5 Inspiring Lessons From Steve Jobs

On a recent trip to the Goodwill bookstore, I came across the nearly six hundred page biography of Steve Jobs, written by Walter Isaacson....

Sales AND Support — Not Sales VS Support

Some years ago I received a call from AT&T to tell me about their U-verse service and how it would save me a ton...

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