A colleague recently shared his thoughts on old-school employee incentive programs, like Employee of the Month, as an organization’s internal booster of customer service delivery. Real World Story: “Recently, I’ve been thinking about how employers incentivize...

I recently had a medical emergency in which dealing with medical staff was more painful than my physical ailment. Through this experience, I discovered that I felt much better in the rare instances when I dealt with kind and caring medical staff. Their approach to...

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...