My friend Joe had shoulder replacement surgery in mid-January. Boy, talk about having to shoulder a painfully BAD customer experience! Following is his story. Real World Story: Based on the paperwork we had received, it wasn’t clear where we needed to go exactly—which...

A colleague recently shared an experience with his dog’s current groomer. Real World Story: “My dog Max is now 16 years old. I rescued him from a local shelter when he was three, and we’ve had a great life together. During the past few years, however, he’s become more...

I have previously written about how just one bad service agent can ruin your entire customer service efforts. A colleague recently shared the following story with me about one such employee who’s ruining his customer experience with a small local mail services...

Whether your service team performed exceptionally well or poorly last year, setting new goals at the start of a new year to elevate your customer service delivery is always a great strategy to increasing profits. Following are helpful hints to get you moving in the...

Happy Holidays to you! Thank you for continuing to come back again and again to read my thoughts on customer service and my tips on treating one another with patience, empathy, and kindness. And this holiday season, let’s put those tips to good use! The end of 2021...