A Camp Experience You Won’t Forget

I like conferences. They give me an opportunity to meet new people, give hugs and handshakes to those I’ve already met previously online, and they also expand my thoughts as I listen to the range of content topics.  Every once in while, I experience a conference that I can’t shut up about.  If you follow [...]

My 3 Words for 2012

I’ve never been much for New Year’s resolutions, but a recent newsletter from Chris Brogan inspired me to pick and write about 3 words that will define my 2012. For more information, check out Chris’s post here. These are my words: Serve. Sell. Execute. Serve – I will share my learned knowledge with anyone I [...]

How was our customer service

  I recently return a rented car from a trip down to Indianapolis for the 2011 HR Indiana Conference that we attended.  When approached by the guy who handles the car return at my local Enterprise Rent-a-car, I was a bit taken back by the first question I was hit with.  It wasn’t “How was [...]

The #custserv mumble heard around the world.

I hate publicly complaining. In fact, I’m on of those guys that won’t even send my steak back if it’s too dry.  I just don’t want to hurt anyone’s feelings.  But the other day I accidentally complained on Twitter. I say accidentally complained because it wasn’t meant for the entire world. I was at the [...]

Stop promoting customer service people

One of the common entry positions in most companies is the customer service department.  This is the silo where we take nice people who need jobs, and let them interact with our customers.  In some cases, the employee has extensive training about the company’s product or service.  In most cases, however, they are thrown into [...]

Create remarkable customer service experiences

Customer Service. What is the first thing that comes to mind when you hear this word?  For most people, they will instantly think of either a good or bad experience they had with a department that holds such a name.  Usually these experiences are a result of something bad that triggered the customer service interaction.  [...]