Tag: Customer Service

TL;DR: A USPS clerk tapping the green smiley face on a customer feedback screen is a small but telling example of gaming the system....

I recently had my car serviced and left the dealership satisfied with the work and the interaction with the service advisor. But what followed...

TL;DR: Chick-fil-A improves drive-thru flow by using Lean thinking and "game film" to study the work, remove bottlenecks, and design better systems--while showing deep...

When I was at KaiNexicon last week, our hotel in Austin had a Starbucks in the lobby. I'm a pretty regular drinker of the...

Back in 2014, I wrote a blog post about being annoyed by companies pressuring you to give good customer service scores in surveys: https://www.leanblog.org/2014/05/when-begging-for-customer-service-scores-hurts-customer-service/ I wondered...

I bet the company that services my pool was surprised that I had a checklist-related process improvement suggestion for them after a mistake was made instead of being angry and wanting somebody punished or talked to...

The world (especially the world wide web) is full of surveys. Tell us how we're doing! Your satisfaction is important to us! We see...

Mark's note: Today's guest post is by Rodrigo Bernal, with the first post on this site contributed from Mexico. Rodrigo uses a lunch outing to...

I complain a lot about bad service, but I'm all for recognizing outstanding customer service. I go out of my way to thank people directly...

Here is an article I posted yesterday to LinkedIn:  An Airline Worker's Lament: "They Won't Let Me Help You." On LinkedIn, I'm writing for a more...

I wrote a post for the LinkedIn Influencers series: American Airlines Should Own Their Situation, Not Just Blame the Weather Looking at this problem (long phone...