Customer Service News

News, notes and more about whats happening in the world and how it relates to customer service.

More Amazing Service Talk Radio

August 13, 2009

This Saturday I’ll be on the radio again with my favorite hosts Mark Kozlak and Ann Hermes. The show will air on Saturday August 15 from 9:00 to 9:30 am. If you’re in the St. Paul area you can listen on KLBB 1220 AM. Otherwise you can listen live online at their website: KLBBRadio.com. (Click [...]

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Amazing Service Spans the Globe

August 5, 2009

One of the principles of Amazing Customer Service is to talk with your customers. So I do this. Since my customers and readers are all over I often do this via email. I always find this one of the most enjoyable aspect of my work. But as I have connected with more of my readers [...]

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Amazing Service Guy Named Top 25 Author by CustomerThink.com

March 2, 2009

The nice people at CustomerThink.com have listed me as one of their Top 25 Authors! This group of contributors makes up the top 10% of all the experts who write for CustomerThink.com. According to their website, the ranking is based on popularity of articles and is updated quarterly. So I can’t rest on my laurels! [...]

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Amazing Service Guy on Blog Talk Radio

February 25, 2009

On March 5,  I will be participating in  a panel discussion on Blog Talk Radio. It’s called: Acquisition vs. Optimization: Managing Marketing Dollars in a Downturn and it’s hosted by Blake Landau of Customer Management IQ. The panel is part of a weekly podcast hosted by Blake called (appropriately enough) Customer Creation with Blake Landau. [...]

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How to Beat the Recession – Part 3

February 9, 2009

Stop doing what does not work This is no ordinary recession we’re in. Our media loves to talk about how bad it is. But in many ways it’s really no worse and no better than any other economic downturn. It is different though. It’s different because it signals a time of massive changes in our [...]

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How to Beat the Recession – Part 2

January 29, 2009

During a recession it’s normal to be fearful of what the future might bring. Massive changes like what we are facing can cause people to reach out in many directions just to keep their business afloat. Sometimes these ‘solutions’ are no better than rolling a dice, pulling a slot machine handle or playing bingo. They [...]

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How to Beat the Recession – Part 1

January 28, 2009

When it seems all we hear is bad news, it can be easy for us to join in the chorus. It can seem natural to spend time worrying about how we’ll survive in these challenging times. But it doesn’t have to be that way. Every second of every day, we have a choice to behave [...]

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2008 Customer Service Survey: Tell us what you think

December 9, 2008

We’re getting close to the end of 2008. And what a memorable year it has been. Of the many things I’ll remember about 2008, one thing that stands out is how customer service has changed. But, what I think is not nearly as important as what YOU think. Now is your opportunity to be heard. [...]

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Unemployed man makes generous donation to service dog agency

December 5, 2008

I saw this on the KSAX TV website. An unemployed contractor donated a custom trailer he owned to a nonprofit agency that provides service dogs for people who are deaf or disabled. A week ago (on Thanksgiving) someone had stolen the trailer owned by the nonprofit. Without it

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Event notice – Live Webcast: Ten Secrets for Successful Customer Service

November 20, 2008

Just got an email from RightNow Technologies regarding their upcoming live webcast. It’s called: “Ten Secrets for Successful Customer Service” and so, of course, it got my attention. Here’s how the email describes it: What are the secrets to managing customer interactions that allow you to deepen engagement and drive revenue while reducing service costs?

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Pix and Notes from Kuala Lumpur

November 19, 2008

Recently I taught a seminar in Kuala Lumpur (Malaysia). Since neither of us had been there before I brought my favorite traveling buddy (also known as my wife, Debbie). She’s always game for a new adventure, especially if it involves travel. Here are some pictures from our journey you might find fun. First, let’s start [...]

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Amazing Service Guy Goes to Kuala Lumpur

October 21, 2008

Next week I will expand my geographic and cultural horizons – a lot. I will be conducting a 2-day seminar in Kuala Lumpur, Malaysia next week. While I’m not thrilled about the 20 hour plane ride it will be exciting to meet people and experience this area. Here is more information about the seminar. You [...]

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Amazing Service Guy interviewed on “Build Your Business Radio”

October 20, 2008

I had a fun conversation today with Barbara Weltman on her show, “Build Your Business Radio” which airs weekly at: http://wsradio.com. This first part of the show was about customer loyalty and how businesses can use customer service to increase customer loyalty. You can listen to the show here. Enjoy!

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Amazing Service Guy Interviewed on Fashion 411 with Barbra Horowitz

September 18, 2008

A few weeks ago I got a call from Barbra Horowitz. Barbra is a personal stylist who works with celebrities and normal people. She is a fashion correspondent for British Vogue and, most importantly, she is the host of “Fashion 411“, a weekly program of the Karma Sol Radio network in Los Angeles. Barbra called [...]

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Amazing Service Guy to Speak to Medical Group

September 9, 2008

Get out your calendars. next week I am speaking to a group of medical professionals who are also entrepreneurs. It’s the monthly teleseminar for The Entrepreneurial MD. The session starts at 6:30 pm CDT and lasts for about an hour. To learn more and to register, go here. Details of the teleseminar

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Target Stung by Customer Service Mishap

August 14, 2008

This morning I read a surprising story in my hometown newspaper, the Minneapolis StarTribune. A Target store manager threatens to call the police on a 79 year old customer, has her hauled away to a hospital for a mental evaluation and then files a trespass order barring her from returning to the store. All this [...]

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