All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) The ominous overtone to most of these conversations is that Robots [...]

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote:  “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” Now, in his context, we were talking about internal politics and change management in general.  As he was putting [...]

Folks who work in your Customer-facing organizations have a lot of different names.  Agents, technicians, associates (which always makes me chuckle a little bit), service providers, and others. One that often makes me think is:  Representative. It’s curious to me because it can go either way, can’t it?  Whenever I get a ‘representative’ on the [...]

We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall.  The process of registering and scheduling an appointment was super easy, and the appointment times were remarkably specific, so I figured I was in for a very tightly-run experience.  [...]

I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker.  And, I bought it a while ago. I’ve had it for a while.  So yes, boujie I’m not…yet (keep [...]

I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for a brand that disrespected her enough to preclude her from being allowed to help me.  I’m not sure if she appreciated that I was being honest and sincere in my [...]

A while back, I participated in a round of judging for a Customer Service and Support awards competition.  It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity.  I got a few good ideas from some of the stories that were [...]

I was on the phone with an agent on a support line the other day and I told her that I was sorry. No, I didn’t apologize… I’d done nothing wrong… Yes, I was upset, I was disappointed, I was frustrated. But I’d treated the agent with the utmost respect and courtesy and didn’t take [...]