I. Am. Pumped! Last October, I met consumer advocate and syndicated travel writer Christopher Elliott when he gave a wonderful presentation at a customer relations conference....
If your company is gearing up to offer customer service via text, that’s great! Your customers are going to love the convenience. Texting is their go-to channel for personal...
“Don’t judge a book by its cover.” Did your mother say this to you? Mine did, especially during my hypercritical middle school years when I’d decide I didn’t like a kid because...
There are about 1,000 varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. There’s the oblique, passive...
My Lynda.com course is live! Yep, you read that right! My first Lynda.com course, "How to Write Customer Service Email" is ready to view, and I am thrilled to share it with you....
Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Is the robot army marching toward us? Maybe? Probably! As customer...
Customers really like live chat. Recent studies show customers are more satisfied with chat than email or phone (73 percent satisfaction for chat compared to 61 percent and 44...
I've just completed filming my first Lynda.com course, and I am on a work-related high. (Really.) It was a great experience. After months of working on the scripts and...
If your company’s advertising makes your product sound fun, practical or hip and your customer service emails, chats or tweets sound scoldy or legalistic, you’ve got a problem....