Who is the customer? This seems like a question with an obvious answer. However, it is not as simple as it seems. Of course, the customer is somebody who purchases a good or a service from you, but a customer can be more than just that. I view a customer as someone we owe a …

Who is the Customer? Read More »

It’s no secret that artificial intelligence is already starting to impact customer service. This impact is certainly to grow immensely in size in the coming years. Employees in many customer service roles are beginning to wonder whether they will lose their job to a robot, whether or not their role will be replaced. There is …

4 Ways to Prepare Your Customer Service Teams for AI Disruption Read More »

So, how do you nail your customer service job interview? The first thing is to do all of the basics: be professional, research the company, even research the person you’re interviewing with.  Past that, if you’re trying to get into customer service, I’ll give you one tip. Show that you have a focus on customers …

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In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting. Check out the video below to hear Adam’s one win that you can take away from 501 Ways to Roll Out the Red Carpet for Your Customers to improve your …

501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting (a One Win Book Review) Read More »

Is customer service dead? Absolutely not!  Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand.  However, customer service is still an integral part of customer experience. …

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Last year, on January 3rd, I went to my favorite lunchtime restaurant. I remember the date, because it was my first restaurant meal of the new year; it was also the last time I ate at that restaurant. I never went back in 2019, and in that lost business is a customer service lesson for …

Customer Patience Is Finite (Why I Dumped My Favorite Restaurant) Read More »

Welcome to our second one-minute series: Answering Your Customer Service Job Questions.  If you’re working in customer service or are interested in customer service as a career, this series is for you. As a customer service expert, I wanted to try to answer some the questions that people ask about what working in customer service …

Introducing: Answering Your Customer Service Job Questions Read More »

In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service.

As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer.  In this weekly series I’m going to give you some quick …

Introducing: Ask The Customer Service Trainer Read More »