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“In God we Trust, all others bring data”

  • December 24, 2015
guy spying surveillance big brother

I was an invincible sophomore in College, I had a  terrific girlfriend with a grown up job, life was good. At least until she wanted to discuss our “future”, so we planned a meeting at our favorite spot in the student union. I stayed up late the night before deep in thought contemplating the different […]

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What Customer Service And Prostitution Have In Common

  • December 24, 2015
Closeup portrait young mad, frustrated angry man yelling while on a phone isolated white background. Negative human emotions, facial expressions, feelings. Communication, conflict resolution

On one spring morning, I had 2 very upset employees in my office, they were both in tears, one was a great frontline customer service rep and the other was her manager. I couldn’t make out much of what she was saying but I heard enough to understand a customer called her an F’ing B*$%! I […]

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Time to Stop asking for customer Feedback?

  • December 24, 2015

After spending most of my day in an airport because my fiends at Delta airlines thought I needed a 3-hour delay so I could enjoy some airport sushi. It did not surprise me that the next day I got a survey, they wanted my feedback! It started by acknowledging my delay, then the rest of […]

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Time to Fire your Training Department?

  • December 24, 2015

Please stop me when this sounds familiar. A customer contacts your company, it goes terribly wrong with the representative, and of course you have to “learn from your mistakes”. So naturally, it’s time to find someone or something to blame so everyone else can feel better – you call it a post-mortem and almost every […]

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