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Author’s note. This incident occurred around three years ago. All times and dialogue are approximate. Company and personnel names have been changed to protect the guilty. We have all experienced the joy of hard shell plastic clam packaging. You know the type, the packaging that requires the Jaws of Life just to get to your …
Just Sit There and Bleed: A Tale of Healthcare Customer Service Read More »
A couple of weeks ago, I realized that the most excellent Social Slam conference was almost upon me, and that I would be meeting real, live flesh and blood people from social media and not just their digital shadows. That meant I needed business cards — and fast. I had used UPrinting.com for a number …
UPrinting Customer Service: When Real People Actually Answer Read More »
One of the trickier parts of delivering an exceptional customer experience is when you cede control of the experience to subcontractors. Maintaining service standards with the company’s team is challenging enough; maintaining those same levels of service through a subcontractor can border on the impossible. The experience we had when vacationing on the island of …
Customer Service Stories: Stop Subcontractors From Killing Your Customers Read More »
Guest Poster: Kaarina Dillabough It is my pleasure to introduce Kaarina Dillabough, former Olympic coach and current make-your-life-and-business-better coach, as our first guest poster. Kaarina is the perfect person to launch the Customer Service Stories series, because she has an engaging way of telling a story while still being able to analyze the systems and …
Customer Service Stories: Getting to the Root of Customer Service Read More »
Last Saturday, I wrote that this blog would be changing tack and focusing on the customer service experience. One of the most exciting aspects of this conversion is the launch of the Customer Service Stories series. The idea behind Customer Service Stories is to discuss the principles of superior customer service through the lens of …
Customer Service Stories: Introducing The New Series Read More »
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