My cool OtterBox case for my iPhone 4s Last week I contacted OtterBox for a problem with my fantastic Defender iPhone 4s Case. I was so Wowed by the Otter (customer service representative) I spoke […]
Customized Engaging Online Customer Service Training
How to Get Buy-in and Create Ownership
When I was overseeing consumer affairs for an international car rental company, I struggled with getting my team to deliver the level of customer service our customers expected and deserved. One day I sat down […]
You Get What You Celebrate (Customer Service Tip)
One of my clients asked me to deliver a keynote to kick off their Customer Service Week celebration. Right before I took the stage, the company played audio testimonials from a few very happy and […]
This App Helps Me Get Things Done Faster Because It Takes Me Straight to a Person’s Voicemail: “Straight to Voicemail”
In a recent keynote to the National Speakers Association Oklahoma Chapter, I shared “5 Apps I Can’t Live Without.” That portion of my keynote was a big hit and people are still emailing me and […]
How Getting Out of the Way Might Lead to a Better Corporate Culture (And Better Photos)
Last Sunday I grabbed my camera and took my son and his friend to the neighborhood lake for a breather from Wii and PlayStation. I let them go barefoot and they ran on at least […]
Apple’s Customer Experience Secret: Constantly Improve What Is Already Extraordinary
I was one of the 4 million customers who bought iPhone 4S over the weekend. My iPhone 3GS is fast, fun and it makes it easy for me to work and communicate untethered. Not only […]
My Keynote at Lambeau Field in Green Bay on “The Super Bowl Customer Experience”
(I shot this photo just inside Lambeau Field) Last month I was honored to be the keynote speaker at SOCAP Wisconsin’s “Super Bowl Customer Experience.” The meeting was appropriately held at Lambeau Field in Green […]
How a Complaint and a $14 Earpiece Improved My Customer Experience
My business was founded to help companies completely restore customer confidence and regain goodwill after service failures occur. I tell my clients all the time that a complaint is a gift. A complaint is a […]
This is Freedom to Me
My daughter embracing her freedom This morning I enjoyed a long leisurely breakfast at one of my favorite breakfast cafes with my girlfriend from junior high school. After the perfect spinach and tomato omelet and […]
My Turning Point
In the September issue of Speaker Magazine I discuss how a tragedy forced me to re evaluate my life and business. Read the full interview with Shari Alexander by going to http://tinyurl.com/5r83yvs
De-escalation Training for Customer Service & Soft Skills Training 