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National customer service recovery

Unhappy Customers are a Golden Opportunity

In a response to an article I wrote for Gitomer's Sales Caffeine, about how to greet an unhappy customer, I received this great letter from...
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"Do I look like someone who is here to help you?" United O'Hare counter staff disappoints

Mike was waiting for his flight from Chicago to Detroit. It had been a long day for him. He had been working in Minneapolis earlier in the day and...
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Taking responsibility for a problem— Rehearsal the app

I recently read about a new iphone app that sounded interesting, Rehearsal the app This is what I saw at the top of their home page, even...
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Nordstrom is listening — and that is a good thing

I recently wrote an “open letter to Nordstrom” and then tweeted the url for everyone to read. People commented on my post that I should...
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Do You REALLY want Kevin Smith to be your spokesperson?

My guess is the answer is a resounding "NO!" especially if you are Southwest Airlines. Recently Kevin Smith was kicked off a Southwest...
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What can you do with a hypersensitive customer?

As if businesses weren’t struggling enough these days, a recent study out of the U.K. has revealed the emergence of the “hypersensitive...
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What is adequate compensation for being stuck for hours on the tarmac?

It seems that more and more passengers on planes are being stuck for hours on the tarmac without, food, water or working bathrooms. I asked Linked...
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Wasting your time waiting

It is not that you don’t have a busy enough life. You work, you have family and friends that need attention. However busy you may be, at some...
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Customer Service 101: Customer service recovery

How do you know when a customer is upset? Look for signs like body language, tone of voice, pace of speech and then ask: 1. “Is everything...
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Customer Service 101: Customer service recovery don't's

Knowing what NOT to do is important when dealing with unhappy customers. The following are the things not to do:Don’t:1. Take it personally2....
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