Customer Service Video | Laura Click Screenshot

Inside Customer Service: The New Video Series

We are pleased to announce our new video series, Inside Customer Service!

The purpose of Inside Customer Service is to create short, easily digestible interviews with business professionals that get to the heart of what customer service is all about.  We wanted to hear from not only customer service and customer experience experts but also from business professionals with valuable customer service experience both inside and outside of their professional lives.

We hoped to try something a little different with Inside Customer Service, so we created a fixed interview format whereby each person would answer the exact same questions. The fixed format exposes viewers to the variety of approaches to customer service that can exist within a limited framework.

We narrowed the questions down to three:

What is the most outrageous customer service situation you have ever been involved in? | Video BannerWhat phrase or idea would you ban from customer service if you could? | Video BannerIf you could give one piece of customer service advice to companies today, what would it be? | Video Banner

We hoped that these questions would enable our experts to share interesting stories with real-world business applications with our community and, judging from the results so far, it has worked!

We have an awesome lineup to kick off Inside Customer Service, including …

So, please check out the first two videos in the series featuring Laura Click and Sean McGinnis!

Also, if you are interested in being featured on Inside Customer Service, contact us here.

What do you think of the new series?


By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

    Find more about me on:
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19 replies
    • Bill Dorman
      Bill Dorman says:

      Nobody is going to want to follow you, Sean’s pissed at Adam because he didn’t put his mug up their first. I know I’m not going to sign up unless I can use a body/head double. Maybe I’ll do one where my dome is pixelated.

      If you take care of the basics really good, it’s the little things over and above that really stand out. Great story; I tried it with my Barista and he told me to ‘buzz off.’ I wonder when I should expect my surprise.

      If you run into any Dorman’s in the Nashville/Memphis area, I’m probably related to them. If you find out any of them have any money, make sure you let me know.

      • Laura Click
        Laura Click says:

        HAHAHA, Bill! I would argue that Sean was WAY more concise! I’m afraid I rambled on for far too long! So glad you liked it anyway. 🙂

        And yes, I’ll be on the lookout for Tennessee Dorman’s….as long as I get a cut of any of the money they share with you. 😉

  1. Michelle Quillin
    Michelle Quillin says:

    Adam, this is a great idea! Love the questions, too.

    Laura and Sean have both shared truly outrageous customer service stories, good and bad. I remember well Sean’s blog post about the creepy customer service stalking. That company would’ve lost my business as well.

    And Sean gives great advice here for CEOs and managers who want a first-hand look at the customer service side of their businesses. It reminds me of Undercover Boss!

    • Adam Toporek
      Adam Toporek says:

      Thanks so much Michelle! I appreciate that.

      Laura and Sean really did kick it off right. It’s interesting to see how different people answer the same exact questions. And yeah, his online stalking story is one for the books!

  2. Mark
    Mark says:

    Excellent new video series, Adam!

    Laura and Sean were spot on with their tips… Nothing but quality work here and you’re just getting started…

    Looking forward to following this series : )

  3. Bill Dorman
    Bill Dorman says:

    First of all, if I was Sean I would be pissed…if you drug my tired ass to follow the lovely and beautiful Laura Click I would bring your site down. Talk about a no-win situation….and plus, why didn’t Sean’s words match his lips, did you have to translate from Chicagoan?

    Having said AND observed that, no, I won’t be requesting a spot unless I can do it with Mark Harai as our big ass heads will neutralize each other.

    All kidding aside, great job; I like the finished product.

    • Adam Toporek
      Adam Toporek says:

      What… are you the film critic for the Sentinel now? 🙂 Okay, maybe it wasn’t too fair to have Sean follow Laura but his content was so awesome, he made it work.

      Unfortunately, Mr. Harai says he won’t work with you, so I think I will just have to have you follow Shonali and her awesome accent. Good luck with that one!

      Appreciate the props Bill! For real, we are going to have to get you to do one of these.


Trackbacks & Pingbacks

  1. […] month, we were really excited to launch our new video series, Inside Customer Service. The series focuses on the insights and experiences of business professionals who have customer […]

  2. […] If you haven’t heard about this story, you can watch me talk about it today in a video on Adam Toporek’s blog. […]

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