I thought I was getting fired. My boss’s boss hauled me into an impromptu meeting into HR, it wasn’t me, it was my direct manager who just got canned. I was the unlucky SOB who would be stepping in an “interim” basis to take his place. I wanted no part of the job, but I …
As a customer I am always looking for the most painless route to get what I need from companies I do business with. While automated systems can get a bad rap, I have argued for years that automated systems (when built correctly) are usually EASIER than interacting with humans for many routine interactions. Last …
Ask any customer facing professional what they are most worried about and customer wait time will be top of mind. While overly long wait times can be a driver of dissatisfaction, truth is customers don’t mind “just enough” wait time, in fact almost anything beyond that has no return on investment. The trick is finding …
I have used the same phone carrier for 10 years, and they probably have more data about me than they know what to do with. Funny thing is every time I call in about my account, I am thoroughly interrogated before they would even discuss the reason for my call, it always leaves a bad …
