Monthly Archives: July 2015

A Customer Care Conundrum

A few nights ago a friend and I were dining at new highly-rated moderately expensive restaurant. A few tables away from us were two women dining with an infant.

Approximately every 3-4 minutes, the infant delivered an eardrum piercing shriek, startling the other diners.

After about the 10th shriek, a man at a nearby table expressed […]

Listening with both ears

Ensuring customer satisfaction can start with one of the simplest tasks you can master. Just listening. Too often we jump to judge or assume what a customer is going to say. Why? Because we think we’ve already experienced a situation just like the one that’s currently in front of us. A déjà vu moment. […]

Don’t take it personally

Tough customers do not come in one-size-fits-all. Sometimes they’re pushy or upset, other times clueless or downright nasty. And in today’s open customer experience environment every customer is more valuable than ever before. One bad apple can rot the whole bunch with a social media post or bad review in an online comment section. […]