customer service

It’s How You Treat Your Customers, Stupid

by Stephanie Frost August 3, 2011

Yesterday morning, I experienced atrocious customer service at a business that really ought to be providing exceptional customer service given that their clientele is pretty high-end and probably digitally savvy enough to know how to post bad reviews online.  To make a long story short, I was so appalled at how I was being treated [...]

Tagged as: Apple, customer service, fake reviews

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Empower Your Employees to “Do The Right Thing”

by Stephanie Frost January 16, 2011

In the wake of the tragedy in Arizona, I’d like to think many of us have become a bit more compassionate and caring. Maybe we have, maybe we haven’t–but here’s an example of finding such compassion and caring in a very unlikely place: an airport. I challenge you to read this story without tearing up. [...]

Tagged as: customer service, Southwest Airlines

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Know Your Audience, Listen to Your Community

by Stephanie Frost October 8, 2009

When Chris Brogan came to Atlanta a few weeks ago, he said one thing that really stuck with me: “The difference between an audience and a community depends on how you arrange the chairs.” That’s important to remember.  An audience is a group of people listening to you whereas a community is actively engaged and [...]

Tagged as: audience, branding, Chris Brogan, community, customer service

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It’s Not Me, It’s You: Dealing with Difficult People

by Stephanie Frost October 2, 2009

Yesterday I had the pleasure of starting my day with an extremely hostile phone call. The person calling began the call with subtle sarcasm and within about five minutes had launched into a full-blown temper tantrum. Of course, I’ve dealt with my share of unhappy people. I used to work for Cingular (now AT&T Wireless) [...]

Tagged as: business, customer service, difficult people, workplace

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