The New Face of Debt Collection – Empathy, Kindness and Compassion A couple of weeks ago I got a call from the collections division of a large financial company. The company wants to improve the […]
Chili’s has always been one of our family’s favorite dinner spots. Last night we went to a different Chili’s for dinner. We noticed immediately that each table had a tablet placed on the center. That […]
My family and I are enjoying a spring break get-away in Memphis. We came to visit the National Civil Rights Museum, the Slave Tavern and Beale Street. Yesterday my kids were in the mood for […]
So, this morning I made Rosemary infused olive oil. It’s a very simple process. You put 5 or 6 sprigs of fresh Rosemary into 2 cups of warmed olive oil and then let it sit […]
When I managed a contact center, I actually had our phones set to come on 5 minutes before our posted hours and to stay on 5 minutes past our posted hours. I did this because […]
The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be […]
This morning I took a team from one of my client’s branches on a field trip. We’re working to create the best possible customer experience in my client’s organization and I believe one way to […]
How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections On Demand Webinar Training This new video contains a step-by-step approach to speaking with customers with a friendly tone, empathy and concern. Your people will lean […]
I’m sitting in my hotel room doing a run-through of my keynote for the Consumer’s Choice Awards Breakfast that is being held in Dallas, TX. I’m really excited about this keynote because I will be […]
Yesterday I had to reach out to Amazon.com for customer support for my daughter’s Kindle Fire. I chose Chat for my help, and I’m so glad I did because I received refreshingly excellent service that made me say, “Now that’s Beyond WOW!”
Click the image to see my chat conversation
6 things impressed me and made me say “WOW!”
1. It was a holiday (Memorial Day), and the Chat representatives were working.
This was super convenient for me as a consumer on my day off.