customer service on the phone

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Have you ever asked for tech support, received a response that didn’t solve your problem, and then heard nothing else from the tech support person? Maybe a tech support person came to your desk to fix an issue, but two days later the issue hadn’t gone away. The tech support person didn’t confirm resolution before […]

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Gramandoes are among us; people who cringe at grammar and spelling errors. They focus on such errors to the point where, in extreme cases, they don’t even notice the real message the writer or speaker is trying to convey. There’s a fine line between wanting to promote the correct use of our language and just

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Just like most professional speakers, I travel a lot which includes many hours in airports (places with many human connections, but often not a lot of humanity). Frequently, a meal in an airport means going through a line and ordering the various components of your meal from people who act and speak robotically with little

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I was upgraded to first-class by the airline and witnessed someone being humiliated. The woman in front of me had been dealing with flight complications all day, none of which were her fault. The airline, as partial compensation, had plied her with plenty of alcohol. She was more than a little talkative. Okay, she was

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My friend Debbie wrote the following Facebook post about an amazing customer service experience with the US Postal Service two days before Christmas 2017: Debbie and I worked together and our late boss, Mike Costello, always said, “When you make a mistake, it’s an opportunity to win a customer for life.” Think about how delighted

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In survey after survey, one of the most common complaints from customers is having to repeat the same customer information every time they change to a new person. I would love to hear from someone telling me why some companies can’t get their systems talking to one another to prevent this widespread complaint. I called