Home Depot Steps Up, Again: unexpected lessons in great customer service

A few months ago, I posted an encouraging story about Home Depot and the great service it provided to a friend of mine. Following is another Home Depot service story relayed to me by that same friend. Real World Story: Over the Thanksgiving holiday, I talked with my mom about the great Black Friday sale […]

How to Effectively Utilize “The Hand-off” for Better Service Delivery

“Sorry, I can’t help you because this isn’t my department.” How many times has a customer service agent given you this excuse? And how many times have agents simply transferred your call or walked away from you without any additional help or explanation? A business associate recently relayed the following story. Real World Story: This […]

The Customer Service Way of Indian Hospitality

Real World Story: I just spent the last 10 days in southern India. During this second time that I’ve visited this country, I paid particular attention to the customer service at a variety of establishments, including hotels, entire villages, and even a world-renowned eye care hospital named Aravind Eye Care System. What I found was […]