If your business were a person, would it be a caring friend, or a borderline sociopath? To build relationships with customers, they must be thought of on a human level, not a transactional one. Service expectations from customers continue to grow, and the need for organizations to provide a more personal experience does too. People […]
Recently, a friend of mine had a fairly bad experience trying to get permanently scarred…OK, really she felt the sting of bad customer service from numerous tattoo parlours. I encourage you to read her blog but I’ll give you a snap shot: three tattoo parlours acted like they didn’t care about her. When Cheryl asked for […]
How can a bad customer experience with Shaw Cable go from good to “WTH?” Answer: pretty quickly. Recently, I had a bad service experience with Shaw Cable where a bill I received was three times the amount I thought it was going to be. There was bad communications and bad in-store engagement and when it […]
Well this is interesting. Over the course of writing this blog, there have been a few occasions where businesses have responded to posts, whether they were good or bad. I love hearing from a business to get their side of the story. Maybe the customer remembered things incorrectly or had emotion blind their description of […]
I haven’t been this inspired to write a customer service experience blog since I started The Upsell. I promised myself that I wouldn’t blog angry but…maybe I’m over reacting. Maybe I’m too close to it. Let me tell you the story of SI Guys and you be the judge. Pre-Fight: Video stores aren’t just dying, […]
Welcome to the good, the bad and the really bad of customer service. Katharine Holmes recounts her epic attempt to purchase a bunk bed from Sears Canada. For a while now, my husband, Paul, and I had planned on getting our son a bunk bed. We were moving in a few weeks, so we thought […]
On occasion, I’m asked if a friend/colleague/acquaintance/”state your name” can guest post a recent customer service experience. I wish there were more offers of good experiences than bad but those are the ones that seem to leave the biggest impression. This week’s Upsell is from Ian from Melbourne, Australia. Yes, we haven’t cornered the market […]
