Blog
Barbara’s Blog
Follow
Subscribe
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...
The Top Five Worst Things About Customer Service Phone Trees
I’m all for automating for efficiency and speed in customer service. But I hate when technology simply doesn’t work the way it is supposed to and leaves me, the customer, feeling like just a gadget on a long assembly line of other gadgets waiting to be processed out...
Can knowing about Personality Types elevate your Customer Service delivery?
The most effective strategy to successful communication, and thus great customer service delivery, is knowing how to interact with customers as individual people. And what better way to do this than to know a little something about each customer’s personality type....
In the Customer Service experience, first and last impressions MATTER
Real world story: On a recent business trip, I went through a rather awkward and confusing experience. As an Avis preferred member, I usually get a confirmation email letting me know the space number of my rental car in advance, so I can proceed immediately to it when...
Let’s Talk About Your Event
