Blog
Barbara’s Blog
Follow
Subscribe
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...
Is Social Media Killing Your Customer Service Reputation?
Do you regularly read customer comments on your company's social media sites or other service rating sites? Do negative comments feel like a punch in your gut? And do negative comments by your customers catch you by total surprise? Real World Story: Social media is...
Let’s Talk About Your Event
