Hostile Customer Service
I’m forever surprised when I run into Hostile Customer Service. Directed at me personally or towards someone in the vicinity, I just don’t get it. It could be microaggression, passive aggressiveness, or less often, overt hostility. But when I see a retail clerk in a...
Warmth in Customer Service
The essence of good Customer Service is simple: get people what they want in a reasonably quick manner. Keeping in mind that acting quickly, is often as essential as the product or service itself. Ironically, warmth in customer service, the way the customer is made to...
A Tale of Hotel Customer Service in Two Cities
A canceled flight and rerouted travel plans brought us into Avignon around 1:00 a.m. I had called the proprietor of our small hotel while on route, so he was aware we’d be late. Avignon is an ancient, walled city, fascinating and beautiful, but severely lacking in...
Customer Service at a Grocery Store
Why not go that extra mile when you're working in customer service at a grocery store? I like non-alcoholic beer. It’s my go-to drink around the house. Having tried many brands, some of the more well-known, local, craft, major U.S. and European ones, I’ve settled on...
Customer Service for Boomers vs Gen Z
If you're in Customer Service and haven't had the realization that customer service for Boomers vs Gen Z can be quite different, you're asking for trouble. Boomers don’t tend to be “Chill” when it comes to being served. They grew up with more formal service standards...
Smart Restaurant Customer Service
Before we had our kids several years ago, we ate out frequently, treating ourselves to fine dining whenever we could afford it. Melisse in Santa Monica was our favorite. At the time, rated tops in L.A. for food and restaurant customer service. We were living in...
Customer Service in Healthcare
It’s curious how certain customer service moments stick with you. That server whose attitude made a particular dinner so great. The time a Cub Scout leader went out of his way to ensure your son learned to tie a particular knot. The clerk at a department store who...
Restaurant Customer Service
With our family recently expanding, we moved to our current neighborhood mainly because we needed a larger house. But we were also aware the school district had a great reputation, and we loved the gorgeous hills and valleys throughout the area. Where we had lived in...
You think customer service training could be a good idea?
It’s Christmas time. You walk into a department store in a busy mall. Several packages in hand, spot a retail clerk folding clothes, and ask where the Champion sweatpants are. She looks up briefly, pointing without interest towards another area of the store, then...
A Customer Service Book That Makes The Ideal Christmas Gift
A teenager close to you is new to Customer Service. Could be your son, daughter, niece, nephew, or a neighbor, whose part of the family. They've never read a customer service book but they’re friendly and outgoing, with a good appearance. So you’re sure they’ll do...