How to Combat Interpersonal Biases in Your Customer Service Delivery
We’re living in some unusual times of social understanding. The current social atmosphere is amazingly bi-polar—gains in some areas and great losses in others. At one end of the spectrum, we’re seeing increased positive awareness in attitudes and lessening aggressions...
Chewy: a case study in superior customer service
If you’ve been following my blog for even a few weeks, you’ll realize that I have a passion for certain elements of superior customer service. And this week I came across the perfect example of a case study that exemplifies the power and effectiveness of these...
Memorable Marriott Moments — Service Done Right
When was the last time you had such an exceptional customer service experience that it left you saying, “ WOW”? Real world story: It was yet another business trip. Due to the massive amount of travel I’ve been doing lately, I’ve started turning on my autopilot. I make...