Stories
The Missing Airplane
“I’m Busy”
The Ringleader, The Follower and the Protégé
STOP THE PRESSES —–Someone used technology EFFECTIVELY!!!
The Pappy Van Winkle Phenomenon
Waiting in Pain
Employee Turnover. VERY COSTLY—but there’s a SOLUTION!
Convenience Fee? For WHO??
The Regional Manager Is In!
Customer Service: Everybody Claims It. But Nobody Trains It.
Customer Service: The Best Part of a Vacation!
The World’s Greatest Advertising Campaign. Probably Right Outside Your Door!
College is not ALWAYS the Answer. Customer service ALWAYS IS
It’s the LITTLE Things that can make a BIG Difference in Customer Service
One BIG FOOT of Customer Service
So You Wanna Have a Career in Sales? Better Learn to Move FAST!
A Tip of the Cap to Riverhouse Restaurant
Consumer Advocates: Are They Helping? Or Hurting?
Side Effects May Include…
A Visit to the Apple Store
How a Business Owner Gained a Customer for Life by Simply Answering the Phone
The Government is Shut Down. So What’s New?
Guest Post: Are you a High Potential or a Proven Performer, a Solo Competitor or a Team Collaborator?
Guest Post: Congratulations Staples! You Checked All 3 Boxes of ACSD! And Not in a Good Way
The Post Office Claims Great Service and Stands Up to IT!
Nearly Naked and THROWN OUT OF THE HOSPITAL
If you’re in the ‘Just 100,’ you’re ‘Just Great’
Customer “Intimacy” Explained
The “Sign” of a Bigger Story
Dear Airlines, You have some work to do! Signed, Captain Obvious
New Name, Same Great Service
Security Companies and 2 Recordings Don’t Mix
The Best Customer Service Providers Keep Getting Better
CHEWY.com, Congratulations for the GREATEST Return Policy EVER
What Business Are You In?
A Customer Service Review sent to a Non-Customer?
The EASY Return. Another Form of Gonzo Advertising
Lesson Learned. The Teacher? Tennessee Football Fans!
The Human Touch: Still the Most Effective Way
Your Company Provides Excellent Customer Service. How do you Know?
A 6 Hour Work Day. Say What?
My Teeth Hurt!
How to Motivate Employees to Provide Excellent Customer Service
A “Warehouse” of Service!
The Disney Secret
Domino’s Pizza: A Lesson in Rebranding
Babe Ruth. Home Run King. And Strike Out King.
Did you know that your Coworkers are also your Customers?
Turn an Angry Customer into an Advocate
Bringing Down the Wall: Informal Meetings
Delta Airlines: Your Customer Commitment Needs to be Rewritten
When Meetings Prevent Us From Meeting the Customer
ACSD: America’s Customer Service Disaster
A Convenience Fee? Convenient For Who??
The Least-Shocking Headline Ever: Chick-fil-A Wins With Customer Service
Humans Need Not Apply
“FREE TRIAL!” Baloney!
Quantifying Gain and Loss in the Mortgage Business
By the Numbers: Quantifying Good Customer Service in a Restaurant
You Have 14 Minutes
Beware of Seminars
The Tortoise and The Hare
Some Great Ways to Annoy Your Customers
Quantifying Good and Bad Customer Service in Retail
“I’m Not On The Clock Yet”
The Internal Customer 1.0
The Day David Beat 3 Goliath’s!
$299 a Month!
So You Give Great Customer Service?
Open Immediately Mail
Great Service…At The Social Security Office?
One Day: 2 Customer Service Experiences
Checking Account Nightmare
You May or May Not Have Cancer But We’ll Discuss Next Week. Enjoy Your Weekend!
The Wall
Throw Away the Shoes
Give Your Employees the Tools they Need!
Too Many Recordings!
Signs, Signs, Everywhere a Sign
Graffiti Guys: How on Earth do you do it?
Free Refills
Sense of Urgency: Do You Have It?
Wait: Failure Can Be Good?
I’ll Need to Speak with the Primary Cardholder
Clean up Your Side of the Street First
Free Chicken–Today Only!
The Pouter
