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Company Policy Causes a Trip to the Emergency Room
Have you ever received horrible service that was based on a policy that made absolutely no sense in your situation? Was the policy in your case so far removed from common sense that it simply left you shaking your head in disbelief? Worse yet, was the offending party...
Games to Build Customer Service Spirit
As children, we all enjoyed playing games. Most of us were probably at our most creative and free when we played games as kids. We also took more risks without worrying too much about negative consequences. So why is it that as adults, we moan and groan about playing...
How poor telephone etiquette can lose a customer in 5 seconds or less
Have you ever called a business and the person who answered the phone spoke so quickly that you doubted you called the correct place? Did you ask for the customer service rep’s name and not understand the reply, feeling embarrassed to ask again? The problem with this...
Broken promises – the newest addiction in customer service?
I have a hot button. But, maybe it’s just me. Maybe I blow things way out of proportion. But, my latest pet peeve is about people in service industries who don’t do what they say they will—people who simply don’t fulfill promises made to their customers. The Verizon...
How the Ritz-Carlton CARES about Customers
When people talk about companies that deliver great customer service, the Ritz-Carlton is consistently included in the conversation. In an interview with the Ritz-Carlton Shanghai’s General Manager John Rolfs, he shares his keys to success. Watch the short...
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