Jeremy Watkin

Great Customer Service Pros Come From All Different Places

At our office we have been talking quite a bit about the unique abilities and strengths of our customer service team using StrengthsFinder. In a recent discussion, the thought hit me that not only do different people possess different blends of strengths but...

Monday Motivation: Choose To Be Awesome

As a father of young children I am finding that I often wake up on Monday feeling the need to recover from the weekend. This morning was extra difficult as I have woke up with a kink in my neck and seem to...

What’s In A Name?

Mechanics have always been a bit of a sore subject for me. There don't seem to be many that instill the confidence in me that they are actually fixing my car and not taking advantage of me. Trust indeed is a fragile...

Reframing Our View Of Our Super Customers

Phew! What a day. I have spent more time talking to customers today than I have in a while. I rarely talk to the "I'm paying my bill" or the "I can't login" customers any more. I usually get to talk...

A Little Tiramisu Can Sweeten Any Customer Experience

My wife recently had a birthday and thus chose Il Fornaio on Coronado Island as our destination to celebrate. We like the food at Il Fornaio very much but absolutely love the view looking across San Diego bay at the entire San Diego...

Internal Customer Service: Don’t Forget About The Folks Behind The Scenes

Sending emails to my team is often a dicey proposition. Most emails are met with little or no response, leaving me insecure as to whether the information is being effectively communicated. On the flip side, if I do get several responses to an...

The 6 Dreaded Words Of Any Contact Center Agent: “Let Me Speak With Your...

Nothing gets the attention of a grouchy CSR like the phrase "Let me speak with your supervisor!" Am I right? Don't get me wrong, I know there is many an unreasonable customer that will kick a call into fifth gear completely unprovoked....

Before Telling Others To Improve Their Customer Service, Improve Yours First!

One of my biggest fears as a customer service professional and a blogger is that we would spend all of this time talking about customer service and telling companies how to provide awesome customer service without actually affecting any positive improvement in the customer...

Hello Home Depot!

As my family grows, packing for road trips becomes more and more of a science. For our latest trip we have introduced the car top carrier. Rather than buying a new one, I rooted through my parents' garage and dug out the old carrier...

A Review Of “The Cult Of The Customer” By Shep Hyken

How many of you enjoyed writing book reports when you were in grade school? I would say I was generally indifferent toward them but always found them to be a wonderful way to recap and summarize the learning and insight from a particular...

A Rash Of Good Customer Experiences Lately

Do you ever feel like you're on a good run when it comes to customer experience? We've talked at length about the importance of getting the little things right and how those small details often make a huge difference. While each of...

The Putting A Name With A Face Kind Of Customer Service

I have worked on a customer service team for almost 13 years now and I think I can count the number of times I've met a customer face to face on one hand… and I may not need my thumb. Back when I...

Monday Motivation: Be A Smile Collector

We recently had the pleasure of adding some great new customer service representatives to our team. One of them, Monica, brought in Banana Split Cookies the other day. They were truly mind-blowing! Shortly after eating one of the cookies another newbie,...

Customer Experience Lessons From Taylor Swift

In a post several months ago we established that I am a Taylor Swift fan and at this point there's absolutely no turning back. I'm not getting my man card back any time soon. The other night, my wife and I got...

Jenny, Your Much Needed Reminder Caused My Flight To Be Delayed

I just read Jenny's blog post entitled "A Much Needed Reminder" and couldn't help but respond. I was in Indianapolis over the weekend and was due to fly back to San Diego on Sunday evening. The first leg of our flight was from...

Proactive Customer Service At Project Pie

I was recently turned onto a new restaurant in San Diego called Project Pie. Like you, my initial reaction when hearing about it was "Ooooooh a restaurant devoted to pie! Yum." After my friend informed me that it was a pizza...

I Can Feel The #Delllove!

I recently used the 24/7 chat support @Dell to ask a relatively simple question about some computers we are looking to buy for the office. I had a fantastic chat with Angela who was extremely friendly and patient. Of course I took...

Why I Tipped The Singer Guy At PDX

I am by no means a heavy business traveler however, my work does take me up to Eugene, Oregon every so often. From San Diego there are no direct flights to Eugene so I always have my pick of which airport I want...

Introducing Darren’s Law

If you've worked in a call center for any length of time you know that trying to coordinate any form of a meeting is a bit like herding cats. It is not uncommon to have to do the same training session three times...

Awesome Is In The Eye Of The Beholder

To illustrate a point this week, I asked our customer service team to each send me an image that best exemplified the word "AWESOME." Here is a photo collage of the images I received. As you can see we have everything from...

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