Category Archives: customer service

The Danger of Automated Processes

In an effort to increase efficiency, many companies are automating customer experience processes; resulting in unintended problems with effectiveness. I experienced this first hand recently with the Ford Motor Company. I’ve been a fan of Ford since they didn’t take … Continue reading

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Maybe It Isn’t Slipping Away, It’s Being Pushed Away?

Yesterday I posted about a recent (current) experience with the once great company, FedEx. Turns out some of what I reported yesterday was wrong, which only makes things worse. The package was not sitting in Sacramento for 2+ days without … Continue reading

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When Greatness Slips Away

FedEx used to be a great company. When it absolutely, positively had to be there overnight… And if you wanted to know what was going on with your package, great people were there to help. Now they seem to be … Continue reading

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Language and Its Application

I was flying last week (oh there’s a news flash) and on my flight back from Atlanta we were delayed from leaving the gate for several preventable reasons. After being 20 minutes late with no explanation, (One wonders if the … Continue reading

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Proving My Point About Airlines

The other day I posted about the root cause of the United Airlines disaster. In that post I wrote, “United is, unfortunately, not unique in the airline world with this culture.” And to prove my point, quickly, Delta (the most … Continue reading

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The Root Cause of the Lastest United Airlines Fiasco

As many have read today, United Airlines was caught, again, in an embarrassing incident. This time having the police forcibly drag a doctor off an over-booked flight. They offered $400 and then $800 to re-accommodate and only got two takers when … Continue reading

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The Customer Is NOT Always Right

There is a relatively old expression that says “the customer is always right.” Everyone knows that’s not true, but the idea is to treat them as if they are right. I have suggested that the customer is usually wrong, but … Continue reading

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