How NOT To Treat Customers

One of the pitfalls of being a Customer Service Trainer is that one tends to evaluate each experience with a service / retail organisation with a critical eye, and I admit that I am no exception to this, because I like to cite these real experiences to the trainees as …

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Technology Vs The Human Touch

I received a rather funny forwarded email from a friend of mine a few days ago, which prompted me to write this post. Whether the story given in the mail is true or not, it certainly is thought provoking. Here is how the story goes… 86-year Old Lady’s Letter to …

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Dealing With Angry Customers

Dealing With Angry Customers – The Pressure Cooker Syndrome In almost any business that one can think of, dealing with angry customers is unavoidable at some point or the other. The reasons why customers get angry may differ according to the situation. However, when one analyses the root cause of …

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The $4 Million Complaint Call

My good friend Jatinder Kapur shared this story on Facebook, which I thought was a must-share. Here is the story – Several years ago, a single problem customer changed the fate of my company. Here’s the story. In business, we’re often all about the numbers–occasionally to a fault. I’m not …

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Customer Service Tips Category Added

I decided to add this new section on the blog, primarily because Customer Service is one of my core training areas, and is also a subject that I am passionate about. As a Customer Service Coach / Trainer, I am always looking for examples to share with the trainees, and …

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