Author: jasonwhitman

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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Eagles and ducks

Eagles soar.  Ducks quack.  It’s that simple.  Yet it’s one of the most impactful things I’ve learned about customer success hiring in my career. The concept comes from Ken Blanchard, author of many books on leadership.  He says that ducks

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Servicing from the inside out

Chobani

Last November, I attended the Fast Company Innovation Festival at NYU. The one speaker I wanted to see was Hamdi Ulukaya, Founder and CEO of Chobani. He didn’t disappoint. Fast Company followed up that event with an April 2017 cover

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Service is grit

Grit

I recently sat in a restaurant with my family and carefully watched the table next to me. The couple had ordered wine before their meal and looked upset. When the employee taking care of them came back to the table,

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Stay calm and keep managing

Manager

In my career, I’ve of course seen managers not be able to handle adversity or not be willing to take client escalations, but it was a couple recent events that really reinforced with me the importance of calm for customer

Servicing small businesses

SMB

In late 2009, I started my Small Business service team at Indeed with a single employee. At the time, I had no idea what it would become, or how much it would eventually mean to me. Along with that group’s

Little service moments matter

Whole Foods

The other day I was at Whole Foods and saw a customer with two young sons in the produce section. She had put some blueberries in her cart, and the boys immediately wanted to eat them. Outnumbered, she was looking

Client Services at Indeed

About a week ago, I finished up as SVP of Client Services at Indeed after nine years, three months and one day. In that time, a few things happened: We grew from one employee (me) to 600+ the week I left

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