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.
Stick To Your Guns And You May Shoot Yourself In The Foot
This is my “I was wrong, you were right” face. Let me give you a very real scenario and while you’re reading this, you can refer...
The Precarious Art Of Engaging Emotionally In Customer Service
Jenny and I were in a meeting the other day talking about project priorities with our engineers. We were trying to gauge which project to...
Choosing Between A Good And A Better Customer Experience
Last week I chronicled my recent purchase of a 2003 Subaru Forrester. There was only one problem with the car. The stereo was eleven...
Revisiting The Question– Is There Anything Else I Can Help You With?
In a post I wrote more than a year ago, I revealed my passion for the question “Is there anything else I can help...
Meet The Newest Subaru Fanatic
Here’s one shot of the family in our new, used Subaru Forester wagon. In a post last week I talked about my recent car accident...
52 Tools To Amaze Your Customers
Like many households, Saturday is the day where we kick it into gear and get stuff done around the house. On a recent Saturday,...
An Observation Of Disney Quality
I am home today being "Mr. Mom" to my son Zack who's sick. What's better to do on a sick day than sit around...
Farmers HelpPoint Majors In Empathy
When a customer goes through a difficult experience, there’s one quality that customer service professionals must lean heavily upon. That quality is empathy. When...
Is Your Customer Experience Rubbing Your Customers The Wrong Way?
As a runner, the product of champions is Body Glide. For me, it’s the difference between running and not running. Without it, there is...
Advice To Customer Service Leaders: Practice What You Preach
I recently had the privilege of speaking with a frustrated customer who had her PhD in education and it was fascinating to see our...
What The Experts Say About Rewarding And Recognizing Employees
Part of the reason Jenny and I chose to write about rewards and recognition this week is that we want to learn how to...
Tying Employee Rewards To Customer-Centric Behavior
As a customer service guy, I must know everything there is to know about the customer experience right? Wrong. Actually I established that a...
Deliver The Kind Of Service By Which All Others Will Be Measured
I was introduced to Shep Hyken’s story about Frank the cab driver a little over a year ago while reading the book “Moments Of...
Taking Care Of The Customer — Regardless Of Whose Fault It Is
I have a recent customer experience that spanned an entire month but as the pieces unfolded it became all the more impressive. My wife...
Finding Our Happy Place In Customer Service
My good friend Al Hopper has a fun angle to his customer service blog where he compares customer service to popular movies. He was...
Investing In Better Social Media Technology—It’s Not A Matter Of If, But When
This post was originally published on the ICMI blog on February 21, 2015. Click here to read the original article. A conversation recently took place...
6 Strategies For Handling Customer Service Threats
A wise man once said, “In customer service, if you aren’t receiving threats, you’re doing something wrong.” Ok you caught me. I made that...
Social Media Monitoring On A Budget
This article was originally published on the ICMI blog on February 11, 2014. Click here to read the full article. As a small business with...
Listen, Verify, Satisfy
Two recent customer service experiences have reminded me of the importance of actively listening to our customers. Let me start with the bad. We recently...
To Refund Or Not To Refund– That Is The Question
I know the call all too well. A customer calls us and says “I thought I canceled my account months ago but I just...