Barnes & Noble

Target fails, Starbucks thrills in real world customer service

October 27, 2010

Top Ten Real World Customer Experiences Sometimes it’s fun (and helpful) to take our customer service classroom to the streets and see how real people are getting treated as customers. So today I will share with you my top ten list of real world customer experiences: nine winners and one sinner in the battle for [...]

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Don’t upsell or cross-sell

December 2, 2009

Many companies expect their employees to cross-sell and upsell customers. We see this all the time. Paying for a book at Barnes & Noble I ALWAYS gets asked to buy their membership. Recently, our waitress at Doolittles tried four times to sell me something I didn’t want. I can’t even workout at my fitness club [...]

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