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Customer Satisfaction

Patience Pays in Social Customer Support

bark / Foter / CC BY When a customer is upset, and needs something, expects something, is angry about something, it can be stressful. Sometimes the fiery words you are reading can cause your own anxiety level to increase. the  can also cause an urge to act quickly to squash the negative energy coming at…

Accept Responsibility in Customer Support

Picture this. You’re at a dinner party. Interesting people are there, the food is good, the drinks are good, and the conversation is going well. As a matter of fact, smart people are looking at you intently as you speak, seemingly hanging on your every word as you tell this really clever story. When you…

Communication is Critical to Positive Customer Experience

You may remember my recent post about a water pipe that burst in my house (Kiwi Delivers Great Customer Service to Atlanta Storm Victims). Well, like many other Atlanta residents I’m still going through the process of having those repairs completed. As many of you might know, this involves having a contractor assigned to your…

Are You Wasting Customer Time on Social Media?

Working in social media, I find it necessary to do quite a bit of research. This includes reading tons of articles and blog posts about customer experience, social media, and customer care. That may sound boring to some people, but I find the subject really interesting. Recently, however, I noticed that I’m having a hard…

Lessons in Compassion from #SnowedOutAtlanta

I know all you northerners are really tired of hearing about Atlanta’s recent snowstorm that delivered a measly couple inches of snow but shut down the city. I remember when I just moved to Bowie, MD in 1986. It took FEET of snow to shut down school for 3 days. And we had a blast…