Jeremy Watkin

Customer Service: If You’re Not Getting Out Of Your Chair, You’re Doing It Wrong!

As parents we try to save the "E" word for special occasions. Of course I'm talking about the word "Emergency." Last week I was sitting in the Newark airport precisely 2,500 miles from home when I received a call from my son's...

Defining Valuable Customer Service

I recently wrote a post on the Phone.com blog defining the word "value," which is one of our service standards. Value is so important in fact that we have it hanging on our wall as a reminder. That got me thinking in...

The Church Of Customer Service

For whatever reason I have worked with a number of customers over the last week that had unique circumstances that made resolution of their issues both challenging and time consuming. As an avid runner, those are the situations that stick in my head...

It’s Customer Service Week. Let’s Make Some Memories.

It was on my usual Saturday long run this weekend that I noticed something. As we've turned the calendar into October, the mornings are cool and crisp and the air smells of autumn. All of a sudden I find myself craving foods...

Why Do I Keep Having To Repeat Myself

Ok, I have one more dig at my favorite membership warehouse. I'm sure it's obvious the establishment I am referring to but let me first say that I pay to shop there, will continue to pay to shop there, and their return policy...

Getting Social ITExpo

This blog post was originally published on the Phone.com blog. I have been playing the guitar since I was a teenager and one thing guitarists are notorious for doing is playing a chord that sounds cool but not knowing what it's called. They will...

Pretend Customer Service

I'm going to share a secret with you that only my parents, siblings and wife currently know. When I was a child I had an imaginary friend and his name was…wait for it…Elsie Boy. I can't for the life of me remember...

Yoohoo…Over Here…I’m The Customer!

I was frequenting one of my favorite warehouse stores recently as I do a few times a month. As I approached the cash register I could see that the cashier and the lady loading my basket were in deep conversation. I could...

Don’t Make Your Customers Go The Extra Mile To Correct Your Mistake

I'm currently in the midst of reading the book "Service Failure" by Jeff Toister and was reminded of one of the worst service failures I've ever experienced. I was once at a relatively popular store that will go unnamed. It's one of...

Monday Motivation: Laughter Is Ten Times More Powerful Than Screaming

In my house we are definitely in the Disney era. Every time we introduce a new movie, we watch it many, many times in a very short timespan. In the Peter Pan era we had a little Captain Hook running around our...

In Customer Service, It’s Not What You Say. It’s The Way You Say It.

A friend of mine was sharing his disdain for a local sandwich shop today and it totally reminded me of a particularly hilarious incident I had at that same establishment. We may share his story later but I'm still working on getting the...

Lay Down Thy Devices And Communicate Better

I've been thinking a lot about multitasking since reading a blog post by Jeff Toister entitled "Why Multitasking Hurts Customer Service." For the longest time, I have hired customer service representatives based partially on how well they say they can multitask. Listen...

Absolutely Awesome Alternatives To Saying NO To Your Customers

By now we've set some ground rules on this blog, none more important than avoiding the word NO at all costs when working with customers. That includes I can't, I won't, we don't, unfortunately and any other negative you can possibly think of....

Chick-fil-a: A Customer Experience Oasis

Still being somewhat new to this adventure called parenting, my wife and I recently made a critical discovery. On long road trips with kids, restaurants with indoor play structures are pure gold. After being cooped up in a car for several hours...

Customer Experience Lessons From Two Auto Parts Stores- Part 2

In part one of this post, I shared a poor experience at an auto parts store last week and ended saying I would tell you why I prefer to shop at the O'Reilly Auto Parts by my house. If you hadn't gathered by...

Customer Experience Lessons From Two Auto Parts Stores- Part 1

One nice thing about having an old car is that it gives me no shortage of customer service experiences to write about. On my way to work yesterday, my battery light was on and the windshield wipers were moving like molasses. Definitely...

Unexpected Upgrades

I have received two noteworthy upgrades in my life. The first was a couple years ago when my wife and I were returning from a trip to Italy. We were just about to board our flight from Frankfurt to DC when we...

The Sofia Rule Is Harder Than It Looks

I thought Jenny's post on The Sofia Rule yesterday was absolutely fantastic. It is a great piece of advice to picture cute little Sofia at moments you feel inclined to speak negatively to yourself or a customer. That will get you to...

8 Strategies For Building Long-Term Relationships With Your Customers

In a recent post, I shared "9 Obstacles For Building Long-Term Customer Relationships" from a recent presentation I made to a group of MBA students. As a follow up, I want to now outline some critical strategies for building these long-term relationships with...

5 Star Customer Service From Souplantation

For those of you out there with little kids, Souplantation (aka Sweet Tomatoes) is an amazing place to take them for dinner. Left to their own vices, my kids will alternate bites between raw broccoli, a muffin, salad, mac n cheese, ice cream...

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