Using a Checklist is Better Than Reprimanding Someone and Saying…
I bet the company that services my pool was surprised that I had a checklist-related process improvement suggestion…
Browsing Tag
Customer Service
Key Tweets from @MarkGraban – Week of April 18, 2016: Frontier #FAIL, Plank…
Here's the latest installment of "Key Tweets," a weekly post that summarizes some of my tweets (or retweets) from…
Automakers & Car Dealers Should Survey Customers Who DON’T Buy and…
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'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
I complain a lot about bad service, but I'm all for recognizing outstanding customer service. I go out of my way to…
LinkedIn Article: How Can We Increase Cross Training to Better Serve Customers?
Here is an article I posted yesterday to LinkedIn: An Airline Worker's Lament: "They Won't Let Me Help You."
On…
LinkedIn Post: American Airlines Cannot or Will Not Serve Their Customers?
I wrote a post for the LinkedIn Influencers series:
American Airlines Should Own Their Situation, Not Just Blame…