Category: Service excellence

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

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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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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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

Keeping service simple

I had two internal meetings today that reinforced with me how important it is to keep customer service simple. The first one was with a long-time employee, a brilliant product person and people manager.  We talked about a lot of

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