“Don’t Fake Sincerity,” He Asked Sincerely
There’s the old line, “if you can’t be sincere, fake it.” Pretty please don’t. Customers can tell. I recently went to a Shoppers Drug Mart to buy some stationary. Once at the till, the cashier did all...
View ArticleDuck, Duck, Goose isn’t Good Customer Service
I met my friend Todd at one of the local pubs, Irish Times, just a few nights ago. I hadn’t been inside in months, not for any negative reason, there is just a lot of different places to eat in town....
View ArticleShaw Cable Customer Service Communication: What Should Be Shared?
Shaw Cable has come in and out of my life over the years. One of the perks of not being locked into a contract is that I can come and go as I wish. And I do. Sometimes it’s for economic reasons....
View ArticleCustomer Experience: Shaw Cable Strike 2
How can a bad customer experience with Shaw Cable go from good to “WTH?” Answer: pretty quickly. Recently, I had a bad service experience with Shaw Cable where a bill I received was three times the...
View ArticleCan Self-Service Be Good for the Customer Experience?
The move for business to adopt more self-serve methods has been happening for a while. Gas stations, ATMs, check out counters… But I’m wondering if this is good customer service? If you define that...
View ArticleThe 3 Laws of Las Vegas Customer Service
Vegas, Baby! Vegas. It has been 12 long years since I visited “Sin City” and it was about time I gave it another whirl. I’m older. I’m wiser. (hopefully) And I’m a lot more observant about customer...
View Article7 Warning Signs A Business Doesn’t Care About You
Recently, a friend of mine had a fairly bad experience trying to get permanently scarred…OK, really she felt the sting of bad customer service from numerous tattoo parlours. I encourage you to read her...
View Article2014 New Year Customer Service Resolutions
It’s that time of year, yet again, when we decided that now is the time to kick start our lives or do those things we’ve been putting off. I’ve never gone to the gym before but why not now when...
View ArticleApril 27th, 2014: My Favourite Five Customer Experience Stories this Week
Every week, I scan, scour and listen for customer service and customer experience blogs, articles, news, advice and stories that I think are worth sharing. Though I will continue to..... The post April...
View ArticleWARNING: Must Use Wheaton’s Law for Customer Experience
You remember that first time you went into a store to find they didn’t have what you wanted, only to be even more surprised when the staff member who was..... The post WARNING: Must Use Wheaton’s Law...
View ArticleGermany – Translating the Customer Experience
Travelling to other countries is always interesting. Whether it’s the new experiences, the different cultures or just trying to figure out the currencies, it always makes me think about home..... The...
View ArticleFind the Human Sweet Spot in Customer Service
Do you feel customer service has either become too casual or too robotic? Where is the humanity sweet spot? Recently I had the pleasure of trying to change/update my address for my contact information...
View ArticleCustomer Experience – Three Ways Alaska Airlines Schooled Delta
“No more Delta if I can help it. I think I am an Alaska Airlines convert,” says Miriam Thomas, former Delta passenger. That’s the best thing you could hear if you’re Alaska Airlines and the last thing...
View ArticleOne Word for Great Customer Service
I’m a curious boy. I like asking questions and I certainly use The Upsell Podcast as a vehicle for that. Recently, I thought it would be interesting to boil down what great interactions between a...
View ArticleFive Upsell Lessons Learned Having Fierce Conversations
Susan Scott has built a career helping people talk to each other. REALLY talk to each other. Whether it’s understanding the impact of words or tackling the topics people generally want to avoid, her...
View ArticleBenefits and Dangers of a Vision Statement
It’s vital to understand the importance of your vision statement. Do me a favour. I’d like you to take a moment and think about your organization’s vision statement. It doesn’t matter if you work for a...
View Article7 Customer Service Reminders to Get You in the Holiday Spirit
Why not use the festive season to inspire some customer service reminders and suggestions. This time of year, we’re engaging with businesses more than ever to get all those Christmas or Hanukkah or...
View ArticleLululemon: 3 Customer Service Lessons Learned
Even big companies like Lululemon can deliver a less than ideal customer service experience. All I wanted to do was buy my mom a present. That’s all. And to make it easy, I even knew what she wanted: a...
View ArticleDreamHost – From Frustration to Solution in 3 Ways
Good or great customer service experiences are becoming so inconsistent that when you’re impressed, it really stands out. So was the case recently with Dreamhost, Web Hosting Services. I’m not going to...
View ArticleThe Emotional Turmoil of Customer Service
Do you as a business know the emotional impact you have on your customers? Or do you care? The customer experience is an emotional experience. Good or bad, we take our interactions with brands very...
View Article
