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How the phrase “no problem” is a HUGE problem!
The other day, I was reading a blog post by a writer who raved about the phrase “no problem.” She just LOVES it when customer service agents reply to her requests with this phrase. In fact, she even recommends that every company on this planet institute this phrase as...
How to LEAR at Screaming Customers in 4 Easy Steps
Anyone who’s ever worked in customer service will tell that the job is not always about smiles and happy customers. This is especially true when you consider that most customers won’t contact you to tell you what a fantastic experience they’ve just had with your...
My name is not “ma’am”
Perhaps it’s simply a pet peeve of mine. Perhaps I’m simply uber-sensitive. But, I would rather be called by my name (or “princess”) instead of “ma’am.” That’s because my name is one of the sweetest sounds to my ears. My clients often ask me how they can better...
How to provide great customer experiences to persons with disabilities
In the news recently, I’ve heard a lot about bad customer experiences by persons with disabilities. Airlines that forgot to provide ambulatory equipment for disabled passengers (https://www.moneyforlunch.com/disabledmanforcetocrawloffplane/). War veterans and their...
How I found my sole mate!
My feet hurt, and I need new shoes. BUT, I dislike shoe shopping. Shoddy feet from years of competitive sports and the fact that I wear a size 10.5 make shoe shopping a real challenge — to say the least. Recently, I shopped eight stores, but came home empty handed –...
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