What good is a phone call if you are unable to speak? There are a lot of ridiculous names people have been giving their customer service agents lately… Customer success, customer happiness, support heroes (complete with capes), even ninjas. And at some level I get it. They’re trying to make Read more…
And likely to fail for the same reasons… It’s that time of year again… Beginning of January. The time of year when most people make a list of goals or resolutions that they just know will finally fix all the things that need fixing in their lives. Maybe they want Read more…
The Curse of the Freebie Seeker… “reactivate and turn off auto renew scumbag” “Those who spend the most complain the least.” – The Four Hour Workweek by Tim Ferriss This isn’t new information to me. Probably isn’t to you either. But I was reminded this week just how true it Read more…
Why You Should “Fire” Your Customers… The customer is NOT always right. As some of you know, I regularly answer questions on Quora about customer service topics. The part you don’t see is how I decide which question to answer. It involves scrolling through page after page of questions. Wading Read more…