Year: 2019

Answering the right question

I recently was helping my team with customer emails and chats during a company retreat.  This is one of my favorite times of the year, because I get to make sure my skills are still reasonably sharp, and I can

My service foundation

When I turned 16, my dad made me get a job.  He gave me a list of places I had to visit to apply.  They were mostly retailers – I remember visiting Blockbuster Video, Toys R Us and Sears specifically. 

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Channel switching usually stinks

Last Fall, I Tweeted about channel switching in customer service: There *may* be cases where channel switching is OK (security verification, for example), but some brands handle that gracefully too (such as switching from social to live chat, which is

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