Jitterbug Focuses on Customer Experience

by Kevin Stirtz An article in the Business Mirror today talks about the growing backlash toward outsourced customer service. It discusses Dell’s new service that provides North American based customer... [Read more...]

The Secret of Barack Obama’s Success

by Kevin Stirtz By now we all know President-elect Barack Obama has stormed the American political scene like a hurricane, a tornado, a typhoon and a tsunami all rolled into one. In a few short years,... [Read more...]

This Company Cares About Their Customers

by Kevin Stirtz Yesterday a massive fire engulfed a large apartment complex in my city. While fire fighters from 6 communities fought the blaze, residents shivered in sub-zero temperatures. It was three... [Read more...]

Remember Your Customer’s Name

by Kevin Stirtz Kevin Stirtz’s Amazing Service Rule #25 Remember your customer’s name. Years ago I heard a quote that goes something like: “Nothing is sweeter than the sound of a person’s... [Read more...]

Black Jack Pizza Should Win a Customer Service Award

by Kevin Stirtz On a recent YouTube jaunt, I found this “customer service” video. It’s funny because of the setup. The “caller” is Jack Nicholson, or rather select audio clips... [Read more...]

Credit Card Customers Finally Get Heard

by Kevin Stirtz From Freep.com comes this bit of news: “Credit card crackdown hits in 2010″ but the subtitle tells the real story: “Federal regulators approve new rules to help consumers”. From... [Read more...]

These Servers Only Want Generous Customers

by Kevin Stirtz Yesterday while listening to NPR I heard a discussion about tipping trends for service people. A part of the discussion focused on tipping in restaurants and how many people tip less during... [Read more...]

A lesson on changing your organization

by Kevin Stirtz In my work, I spend a fair amount of time helping people bring change to their companies. That’s what improving customer service is all about. The companies that make a substantial... [Read more...]

Why Slogans are Worthless (and What You Should Use Instead)

by Kevin Stirtz Slogans are worthless as a marketing tool. It’s not their fault. It’s because we’re asking them to do something they’re not built to do. It’s like trying to... [Read more...]

Lowes Knows Customer Service

by Kevin Stirtz While surfing YouTube, I found this video about customer service at Lowes. It shows how Lowes sees customer service” as an asset and a high priority. In this video, a Lowes customer... [Read more...]

Communications Companies Failing at Communicating with Customers

Here’s an interesting note from MarketWatch. They report that almost two-thirds of telcommunications companies in North America fail to respond to customer requests within 24 hours.  In a recent... [Read more...]

5 New Year’s Resolutions for Amazing Customer Service

by Kevin Stirtz The Amazing Service Guy New years are wonderful because they give us the ability to improve, to learn from our experience and then start over and do better. It’s like shaking the... [Read more...]

2008 Customer Service Survey: Tell us what you think

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,... [Read more...]

How to reduce customer complaints.

by Kevin Stirtz Here’s a creative way to keep customers from complaining. As you watch this video you’ll probably say to yourself, of coruse an employee wouldn’t do anything like that.... [Read more...]

Quote of the day: 12-4-08

“When you eat fruit think of the person who planted the tree.” -Vietnamese Saying  Read More →

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