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Video: How Great Marketing Can Create Bad Customer Service

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In our previous post, guest author Jayme Soulati of Soulati Media, Inc. wrote about How Great Marketing Can Create Bad Customer Service.

I was fortunate enough to interview Jayme and to get her to expand on the thoughts she shared in her written piece. I was glad to capture Jayme live, as her enthusiasm and personality just aren’t done justice by the printed word.

Please check out the videos below to learn more about Jayme’s thoughts on what happens when marketing and customer service collide and companies are not prepared.

How Great Marketing Can Create Bad Customer Service: Part 1


How Great Marketing Can Create Bad Customer Service: Part 2

About 

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.

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11 replies
  1. Shonali Burke
    Shonali Burke says:

    What a snazzy intro, Adam! And you did capture Jayme’s ebullience really well.

    We see this so often, though, don’t we? Marketing does a really good job, and then customer service (and other departments) can’t handle the traffic/inquiries that they get. And it ends up being… well, not very good for the company. I wonder if AT&T will see this and respond to you or Jayme…

    Reply
  2. Bill Dorman
    Bill Dorman says:

    What a whiner; and what is that on your head, are you a telemarketer? I think it’s pretty cool you got two minutes in before Adam could even get a word in edgewise. You go girl…….:).

    It is very frustrating when you have limited choices and somebody jams you up with a take it or leave it attitude toward the whole process. Wouldn’t you think somebody along the line would have taken pride in their job and tried to make it a good experience for you? If everybody could care less what does that tell you about the top down message that is being sent?

    Thanks for sharing the story and great vid; I’m glad Adam figured out a way to get it live too…….:)

    Reply
  3. Jayme Soulati
    Jayme Soulati says:

    “Sumbitch.” #ThatIsAll

    And, because your comment system, Adam, doesn’t allow for only two words and hash tags (I have to type more), I’ll continue…

    Yep; I deserved that, Bill…bring it, Bubba.

    And, in all XOXO, I can tell you watched part of it at least; AND, let me just say that Adam is the editing pro so it looks like I’m just motor mouthing all over the place b/c he edited himself down to nada.

    Where’s your video?

    Reply

Trackbacks & Pingbacks

  1. […] to give us our first “live” interview. Jayme has been interviewed here before (see How Great Marketing Can Create Bad Customer Service), and she delivered once […]

  2. […] went dark awhile as he rebuilt the site and now targets content specific to that topic. Now, when I write my customer service stories, I always shoot them to him as they fit better on his blog than mine.  What’s he done? Become a […]

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