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 […]

Exceptional Customer Service at WalMart?

We all know WalMart delivers low prices every time, don’t we? But have you ever been pleasantly surprised by its stellar customer service? Real World Story: Recently my brother and I visited the local WalMart. He needed a universal remote, a cable and some tools. I was slightly dreading this adventure because the last time […]

How to Put BAD Customer Service On Hold

I’m sure you’ve had this happen: You call a company and reach an automated phone tree with prompt after prompt to answer. You finally get connected to a human only to hear, “Thanks for calling XYZ Company. Can you hold?” And before you get a chance to answer, you’re on hold.  Immediately, you’re now frustrated. […]