This is not normal. I'm yelling at a customer service rep from GiftCards.com. I don't yell at people--at least very often.How did this happen?This is a quick tale of customer service from two companies, with lessons for us all.About a year ago I was awarded a gift card by one of my top clients as... Continue Reading →
Great Customer Service Trumps Technology Nightmare
Here's the setting: I'm interviewing Dr. Kenneth W. Thomas for my podcast yesterday. Ken is one of the most influential researchers in worker empowerment and conflict management, with his Thomas-Kilmann Conflict Mode Instrument (TKI) having sold over 6 million copies.We're having a great interview. He's into it, I'm enjoying it. His PR guy is on... Continue Reading →
Almost like O.J. Running Through the Terminal
Here's the situation.... My son and I have boarded an American Airlines flight, headed for Miami. He realizes he doesn't have his coat with him. We suspect it was left in the Admirals Club(R) but don't know for sure.We certainly don't need the coat for this trip but we don't want it to be lost.... Continue Reading →
