Tag: best practices

The Non-Effortless Experience

Filed in Blog, Customer Service by on July 1, 2014 0 Comments
The Non-Effortless Experience

I’m going to take a short vacation and want the Wall Street Journal delivered to my get-away.  I used their website to change the address.  I have suspended and changed delivery in the past so I know the drill.  I always received an email confirming the new instructions; this time, there was no response from …Continue Reading

When are surveys a total waste of time?

Filed in Blog, Customer Service by on January 28, 2014 0 Comments
When are surveys a total waste of time?

Last Tuesday, when the big snowstorm hit the northeast, I had to travel to a conference in Philadelphia.  Coming from New York City, I would usually drive but because of the weather opted for the train so I could relax and enjoy the ride in addition to answering emails along the way.  I must have …Continue Reading

Do All Cable Companies Provide The Worst Service?

Do All Cable Companies Provide The Worst Service?

I have to admit that when I contact a cable company, my expectations for easy, good service are low. I am frequently on hold for long periods, technicians rarely show up on schedule and if there is a problem, I know I will most likely need to call the company at least three times until …Continue Reading

Is Additional Information Really That Helpful?

Is Additional Information Really That Helpful?

A few weeks ago, my wife and I were planning to meet some friends at a restaurant in a rural area of upstate New York. Although I have a GPS system in my car that is fairly reliable in major cities, often when we are somewhere more remote, the voice of the nice GPS lady …Continue Reading

My 2013 Customer Service Wish List

Filed in Blog, Customer Service, Hospitality by on January 2, 2013 1 Comment

As we begin the New Year, let’s submit our best ideas for improving service to all consumers. Let’s start with my wishes for customer service in 2013: Care about my business: In my experience, most frontline associates don’t seem to understand the concept of showing appreciation for the consumer’s business. Maybe an easier concept is …Continue Reading