Don’t Lie to Your Customer About Scores or Seats (or Anything) Mark Graban Jun 30, 2021 0 Blog Back in 2014, I wrote a blog post about being annoyed by companies pressuring you to give good customer service!-->…
Using a Checklist is Better Than Reprimanding Someone and Saying… Mark Graban Nov 13, 2017 3 Blog I bet the company that services my pool was surprised that I had a checklist-related process improvement suggestion…
Automakers & Car Dealers Should Survey Customers Who DON’T Buy and… Mark Graban Oct 22, 2015 4 Blog The world (especially the world wide web) is full of surveys. Tell us how we're doing! Your satisfaction is…
Are You Really Listening to Your Customer or Just Going Through the Motions? Mark Graban Aug 28, 2015 17 Blog Mark's note: Today's guest post is by Rodrigo Bernal, with the first post on this site contributed from Mexico.…
When Begging for Customer Service Scores Hurts Customer Service Mark Graban May 27, 2014 14 Blog I complain a lot about bad service, but I'm all for recognizing outstanding customer service. I go out of my!-->…
LinkedIn Article: How Can We Increase Cross Training to Better Serve Customers? Mark Graban Jan 7, 2014 3 Blog Here is an article I posted yesterday to LinkedIn: An Airline Worker's Lament: "They Won't Let Me Help!-->!-->!-->…
LinkedIn Post: American Airlines Cannot or Will Not Serve Their Customers? Mark Graban Dec 7, 2013 1 Blog I wrote a post for the LinkedIn Influencers series: American Airlines Should Own Their Situation, Not Just Blame…