Stories

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The Missing Airplane

October 8, 2018 ACSD

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“I’m Busy”

August 13, 2018 Internal Customer

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The Ringleader, The Follower and the Protégé

April 19, 2018 Financial

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STOP THE PRESSES —–Someone used technology EFFECTIVELY!!!

April 11, 2018 Great Service

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The Pappy Van Winkle Phenomenon

April 11, 2018 Disconnect

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Waiting in Pain

April 11, 2018 Healthcare

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Employee Turnover. VERY COSTLY—but there’s a SOLUTION!

April 6, 2018 Internal Customer

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Convenience Fee? For WHO??

March 19, 2018 ACSD

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The Regional Manager Is In!

March 16, 2018 ACSD

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Customer Service: Everybody Claims It. But Nobody Trains It.

March 14, 2018 Disconnect

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Customer Service: The Best Part of a Vacation!

March 6, 2018 Employees

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The World’s Greatest Advertising Campaign. Probably Right Outside Your Door!

March 6, 2018 Disconnect

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College is not ALWAYS the Answer. Customer service ALWAYS IS

March 2, 2018 Education

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It’s the LITTLE Things that can make a BIG Difference in Customer Service

March 2, 2018 ACSD

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One BIG FOOT of Customer Service

February 26, 2018 Great Service

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So You Wanna Have a Career in Sales? Better Learn to Move FAST!

February 23, 2018 ACSD

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A Tip of the Cap to Riverhouse Restaurant

February 22, 2018 Food Service

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Consumer Advocates: Are They Helping? Or Hurting?

February 12, 2018 ACSD
Mortgage Customer Service

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Side Effects May Include…

February 12, 2018 ACSD

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A Visit to the Apple Store

February 5, 2018 ACSD

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How a Business Owner Gained a Customer for Life by Simply Answering the Phone

February 1, 2018 Great Service

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The Government is Shut Down. So What’s New?

January 22, 2018 ACSD

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Guest Post: Are you a High Potential or a Proven Performer, a Solo Competitor or a Team Collaborator?

January 22, 2018 Competition

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Guest Post: Congratulations Staples! You Checked All 3 Boxes of ACSD! And Not in a Good Way

January 19, 2018 ACSD

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The Post Office Claims Great Service and Stands Up to IT!

January 19, 2018 Great Service

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Nearly Naked and THROWN OUT OF THE HOSPITAL

January 19, 2018 ACSD

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If you’re in the ‘Just 100,’ you’re ‘Just Great’

January 19, 2018 ACSD

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Customer “Intimacy” Explained

January 19, 2018 ACSD

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The “Sign” of a Bigger Story

January 10, 2018 Common Sense

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Dear Airlines, You have some work to do! Signed, Captain Obvious

January 9, 2018 ACSD

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New Name, Same Great Service

January 2, 2018 Disconnect

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Security Companies and 2 Recordings Don’t Mix

January 2, 2018 Misuse of Technology

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The Best Customer Service Providers Keep Getting Better

December 31, 2017 Food Service

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CHEWY.com, Congratulations for the GREATEST Return Policy EVER

December 29, 2017 Great Service

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What Business Are You In?

December 18, 2017 Automotive

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A Customer Service Review sent to a Non-Customer?

December 18, 2017 Automotive

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The EASY Return. Another Form of Gonzo Advertising

December 14, 2017 Disconnect

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Lesson Learned. The Teacher? Tennessee Football Fans!

December 8, 2017 Football

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The Human Touch: Still the Most Effective Way

December 6, 2017 Misuse of Technology

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Your Company Provides Excellent Customer Service. How do you Know?

December 4, 2017 ACSD
Good and Bad

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A 6 Hour Work Day. Say What?

December 4, 2017 ACSD

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My Teeth Hurt!

November 29, 2017 Healthcare

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How to Motivate Employees to Provide Excellent Customer Service

November 27, 2017 Blur The Lines

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A “Warehouse” of Service!

November 27, 2017 Great Service

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The Disney Secret

November 27, 2017 Airlines

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Domino’s Pizza: A Lesson in Rebranding

November 20, 2017 Dominos

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Babe Ruth. Home Run King. And Strike Out King.

November 20, 2017 Life Lessons

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Did you know that your Coworkers are also your Customers?

November 16, 2017 Internal Customer

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Turn an Angry Customer into an Advocate

November 15, 2017 Great Service

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Bringing Down the Wall: Informal Meetings

November 14, 2017 Common Sense

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Delta Airlines: Your Customer Commitment Needs to be Rewritten

November 13, 2017 Airlines

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When Meetings Prevent Us From Meeting the Customer

November 9, 2017 Meetings

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ACSD: America’s Customer Service Disaster

November 8, 2017 ACSD

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A Convenience Fee? Convenient For Who??

November 8, 2017 Mail

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The Least-Shocking Headline Ever: Chick-fil-A Wins With Customer Service

November 6, 2017 Food Service

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Humans Need Not Apply

November 6, 2017 Retail

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“FREE TRIAL!” Baloney!

November 2, 2017 Retail

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Quantifying Gain and Loss in the Mortgage Business

October 30, 2017 Financial
Mortgage Customer Service

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By the Numbers: Quantifying Good Customer Service in a Restaurant

October 30, 2017 Food Service
Good Restaurant Service

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You Have 14 Minutes

October 27, 2017 Healthcare
14 Minutes

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Beware of Seminars

October 27, 2017 Automotive
Beware of Seminars

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The Tortoise and The Hare

October 27, 2017 Competition
Rabbit and Turtle Racing

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Some Great Ways to Annoy Your Customers

October 24, 2017 Poor Customer Service
Airline Seats

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Quantifying Good and Bad Customer Service in Retail

October 20, 2017 Retail
Grocery

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“I’m Not On The Clock Yet”

October 19, 2017 Poor Customer Service
Not On The Clock Yet

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The Internal Customer 1.0

October 18, 2017 Internal Customer
Internal Customer

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The Day David Beat 3 Goliath’s!

October 17, 2017 Financial
David and Goliath

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$299 a Month!

October 16, 2017 Marketing Fail
$299 per Month

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So You Give Great Customer Service?

October 16, 2017 Great Service
Wonka Service

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Open Immediately Mail

October 16, 2017 Common Sense
Open Immediately

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Great Service…At The Social Security Office?

October 16, 2017 Great Service
Social Security

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One Day: 2 Customer Service Experiences

October 16, 2017 ACSD
Good and Bad

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Checking Account Nightmare

October 16, 2017 Financial
You've Been Hacked

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You May or May Not Have Cancer But We’ll Discuss Next Week. Enjoy Your Weekend!

October 16, 2017 Healthcare
Enjoy the Weekend

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The Wall

October 16, 2017 Poor Customer Service
GateKeeper

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Throw Away the Shoes

October 16, 2017 Life Lessons
Stepping in Dog Poop

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Give Your Employees the Tools they Need!

October 16, 2017 Common Sense
Iphone With Broken Screen

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Too Many Recordings!

October 16, 2017 Poor Customer Service
Planes Trains Automobiles

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Signs, Signs, Everywhere a Sign

October 13, 2017 Poor Customer Service
Doctors Signs

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Graffiti Guys: How on Earth do you do it?

October 12, 2017 Volition
Graffiti

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Free Refills

October 12, 2017 Common Sense
Free Refills

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Sense of Urgency: Do You Have It?

October 12, 2017 Employees
Employee of the Day

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Wait: Failure Can Be Good?

October 12, 2017 Failure
Failure Can Be Good

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I’ll Need to Speak with the Primary Cardholder

October 12, 2017 Inside the Box Thinking
Bang Head Here

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Clean up Your Side of the Street First

October 12, 2017 Competition
The Greatest

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Free Chicken–Today Only!

October 12, 2017 Life Lessons
Free Chicken

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The Pouter

October 11, 2017 Frustrated Employee
The Pouter