Tag: Customer Service
The Third Time (Almost the Fourth) Was the Charm at Starbucks...
When I was at KaiNexicon last week, our hotel in Austin had a Starbucks in the lobby. I'm a pretty regular drinker of the...
Don’t Lie to Your Customer About Scores or Seats (or Anything)
Back in 2014, I wrote a blog post about being annoyed by companies pressuring you to give good customer service scores in surveys:
https://www.leanblog.org/2014/05/when-begging-for-customer-service-scores-hurts-customer-service/
I wondered,...
Using a Checklist is Better Than Reprimanding Someone and Saying “Don’t...
I bet the company that services my pool was surprised that I had a checklist-related process improvement suggestion for them after a mistake was made instead of being angry and wanting somebody punished or talked to...
Automakers & Car Dealers Should Survey Customers Who DON’T Buy and...
The world (especially the world wide web) is full of surveys. Tell us how we're doing! Your satisfaction is important to us! We see...
Are You Really Listening to Your Customer or Just Going Through...
Mark's note: Today's guest post is by Rodrigo Bernal, with the first post on this site contributed from Mexico. Rodrigo uses a lunch outing to...
When Begging for Customer Service Scores Hurts Customer Service
I complain a lot about bad service, but I'm all for recognizing outstanding customer service. I go out of my way to thank people directly...
LinkedIn Article: How Can We Increase Cross Training to Better Serve...
Here is an article I posted yesterday to LinkedIn:
An Airline Worker's Lament: "They Won't Let Me Help You."
On LinkedIn, I'm writing for a more...
LinkedIn Post: American Airlines Cannot or Will Not Serve Their Customers?
I wrote a post for the LinkedIn Influencers series:
American Airlines Should Own Their Situation, Not Just Blame the Weather
Looking at this problem (long phone...
