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Caring in customer service—nature or nurture?
Can exceptional customer service be trained? Can you nurture service reps to care about your customers, or is caring a trait of nature inherent in some people and not others? We’ve all dealt with customer-facing employees who seem to not give a hoot about taking care...
When the Spirit of Customer Service Goes Beyond the Letter of the Law
Real World Story: So you’ve schlepped across the world in an airplane for thirteen hours. On arrival to your destination, you then schlepp your luggage around from service counter to service counter—from car rental place to hotel lobby to restaurant hostess station....
Say my name, say my name: a customer service faux pas that drives away business
I have a question for you. Do you like to feel special or generic? When circumstances are favorable, most people will say ‘special.’ Then why do so many people insist on calling me ma’am when they full well know my name? Why? Real World Story: Can you relate to any of...
The Art of Written Communication in the Age of Technology
Today’s technology has made communicating with others easier than ever. In an instant, you can send a text, and email, or Skype. You can also post your innermost thoughts on Facebook, Twitter and YouTube, to name but a few of the hundreds of today’s available channels...
It’s Crazy Good Customer Service at the Staybridge Suites
For those of you who read my post last week about Thrifty Car Rental, I continue to write about my experiences in Indiana in this week’s post in which I describe my stay at Staybridge Suites. Real World Story: After experiencing abysmal service by several employees at...
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