How to give great customer service

Again, since I'm a hiring manager in customer service, a reminder that opinions here are mine and not my employer's. It always surprises me when I have a poor enough customer service experience that I need to remark on it. And it seems to be happening more and more often. Companies are starting to get […]

Turning around a customer using a Facebook-facetime combo

It was 10:30 on a Tuesday night when I got a notification that someone had posted on our Facebook wall – and he wasn't happy. Rather than respond right away, we discussed our response among management and slept on it, which led to a mildly productive exchange (blacked out boxes are the complainer's name, red […]