Is Customer Service still a thing?
A colleague posted a bad customer service story on her Facebook page. When I saw it, I knew I had to share it with you. Real world story: Early this morning at a not too busy Walmart, an employee told me that she couldn’t help me find what I needed because she...
Kara – The Front Desk Dynamo at the JW Marriott in Palm Desert
Picture this: It’s 118 degrees outside. Yes, that’s right, a scorching one hundred and eighteen degrees. I arrive at the JW Marriott in Palm Desert, drenched in sweat from merely existing in the heat. I park my car in the short-term registration area, hoping my...
Building an Effective Holiday Customer Service Strategy in Four Steps
With rising customer expectations and fierce marketplace competition, it’s essential to elevate your e-commerce approach for the holiday season. Providing a memorable shopping experience gives customers—both new and returning—a reason to choose you. To achieve this,...
The Best Phrases for Deescalating Irate Customers
No one enjoys dealing with an irate customer, but learning to navigate tough conversations can transform negative interactions into opportunities to build customer loyalty and boost profits. When I train customer service representatives, they often start with a sense...