Talking to a customer is like being on stage
If you’ve spent any time talking to customers, you’ll know what I mean when I say that talking to a customer feels like being on stage. When you pick up the phone or walk into the room with a customer,…
It seems like a small thing and adds up
It seems like a small thing to be nice. It seems like a small thing to say “thank you.” And it seems like a small thing to suggest a solution to the problem you found. Yet doing these small things…
How to hire Customer Service Superheroes
Say you’re going to start a company, and the first thing you want to do is provide amazing customer service. Are you going to hire the brilliant person who alienates customers? Or are you going to hire the friendly person…
Can you turn a critic into your biggest fan?
Photo by Jonathon Colman. Is it possible to turn a critic into a raving fan? Should you ever feed a troll? Should you even engage for fear of starting a flame war? In my experience, the answers to all of…
