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The Dunkin’ Donuts Approach to BAD Customer Service Delivery
If you begin to rely on your customers to enforce your service delivery standards, odds are you have lost control of your customer service efforts. Enforcing service standards is not what customers should do. It’s what YOU must do! Not to mention implementing service...
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...
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...
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