Effective Customer Service | Customer Service Training | Customer Service Tips & Advice

Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. Today I’m on a flight from San Francisco to NYC and enjoying every minute of it. When was the last time you said that about a flight?

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We’ve all been there: The company whose customer service was so bad you wanted to throw your phone against the wall or yell something really unpleasant at the “customer service” rep (maybe even suggest a new title for their job?).

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Last week I had the opportunity to fly with Virgin Atlantic. I’ve become an addict of their sister airline, Virgin America, and was relishing the opportunity to see how the international service compared. Like most savvy business travelers, I packed my carry-on with cleverly matched outfits that would last me the week I’d be away,…

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No matter what you sell, who you sell it to, what industry you’re in, what size your company is, or how long you’ve been in business—your success relies on one insistent, demanding, delightful, pernicious, exciting, terrifying, unfathomable and uncontrollable constant: your customers. Agreed? Yes? Then why-oh-why I am constantly stunned by the sheer number of…

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Something’s amiss at UPS. Promises are being broken. Children aren’t getting their holiday gifts. My boxes of books aren’t getting picked up. Even Amazon’s Jeff Bezos is considering switching to drones. Since my initial UPS post, I have been awash with stories from friends, colleagues, and former strangers (hey there!) who found me through the…

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They used to be so reliable. So solid. So … brown. Now, apparently, if you want a package picked up, you have to time it just right and run alongside the truck as it drives by. Trip on a crack in the pavement and you’re done for. Why so glum? Let me tell you a…

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Everyone’s all atwitter about Chipotle right now. Why? Because they’re redefining the fast-casual food industry with organic ingredients, sustainably farmed food, and a fresh, new way of managing people. Even those of us who work outside the hospitality industry can learn a few things from their success: Change is Good – Chipotle didn’t start out…

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