Making Customer Experience Difficult For the past four months, I’ve gotten my prescriptions filled at Walgreens. I set everything up online and they mailed them to me as needed. One of my prescriptions ran out and the new package hadn’t arrived yet,

Listening Well It’s 1970, I’m sixteen years old and in love with radio broadcasting. I even got a summer job as a d.j. at the local radio station in my hometown. Kansas City was about two hours away, but the powerful signals from its big radio stations...

Emotional Intelligence can make the difference between having a successful career in IT and struggling in your career. Successfully managing emotions can also make the difference between having successful personal relationships and struggling in relati...

A Great Customer Experience I’d heard about Le Violon d’Ingres, a Michelin-starred restaurant near the Eiffel Tower in Paris, France. One of my foodie friends described his meal there as the best dining experience of his life.

In a recent corporate training session, I spoke with the group about compassionate customer service. Cindy sat on the front row. She was friendly and professional with me, but shortly into the session, she said, “I don’t get it.

One of the most common reasons companies ask me to speak to their teams is to help them improve their listening skills. In order to help team members improve their listening skills, I explain that there are three different types of listening,

The United States’ holiday Thanksgiving is coming up shortly. It’s a day when we express our thanks for the gifts we’ve been given, spend time with our families, watch American football, and eat ourselves into oblivion.

My client was frustrated with team members who were brusque with end-users. These particular team members didn’t support paying customers, they supported an internal engineering team. They didn’t see their end-users as customers. In fact,

When we ask about the important characteristics of customer service providers, IT or otherwise, one of the most common answers is patience. People who are receiving customer service want the provider to be patient. Similarly,

Note: This blog post is a transcript of an excerpt from my keynote speech How to be a Compassionate Geek. As we talk about the five principles, are there some roadblocks that might possibly get in your way? And the answer is, of course there are.