Despite their TERRIBLE customer service… I’m writing this email from a brewery down the street from my place. Why? Because my internet is out at home. My first thought when I realized what was going on was “Oh fuck, I’m going to have to call customer service… at COMCAST!” If Read more…
A question from Quora… As many of you already know, I regularly answer customer service questions on Quora, both in written and video form. Today’s post originally appeared there as the answer to a (very poorly worded) question, “What are consumers during phone calls with customer service staff absolutely annoyed?” Read more…
Most people are prioritizing the wrong skills… What do most people do when they become concerned about their personal safety? Maybe they take a martial arts class. Buy a gun or knife. Take tactical shooting lessons. Work their way up to higher belts in karate or jiu jitsu. And all Read more…
They can get away with it. You can’t. I had to drop a package off at the post office this morning. Made a big sale on eBay, $6! I’m one of those rare people in the millennial generation who actually owns a printer, so I print my labels at home Read more…
When you do things right, people won’t be sure you’ve done anything at all… I answered an interesting question today on video. Why do we only remember bad customer service experiences? (You can watch the video below) As I’m sure you already know, bad customer service stands out because of Read more…
Your worst customers make themselves known with one question… “What’s your refund policy?” The REALLY bad ones ask follow up questions from there. “Can I cancel renewals as soon as I sign up?” “What happens if I cancel on the 364th day? Do I get a prorated refund?” “Do I Read more…
And yes, people WILL return used underwear… There’s a lot of talk about refund policies. Should you offer one at all? How long? Most people, being average, settle somewhere in the middle. 30 or 60 days are common. Some keep it short. Some, especially on monthly continuity products, don’t allow Read more…
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…
Last year, a woman in Georgia needed some toilet paper. A lot of toilet paper. 3 whole cases of the stuff. Not for horrible bowel problems (that we know of), but for an office building she managed. So, like most people who need… anything, she went on Amazon and placed Read more…
How good intentions could be hurting your customer service… My wife and I have some friends, a couple, who moved here from Australia. Over beers one time, we were talking about some of the differences between the US and Australia. People like to think of the US as very achievement Read more…