In the News

In the News: WestJet

While we all are growing tired of the sweltering summer temperatures, let's take a break from the heat Photo courtesy of Daniel Ramirez and enjoy a story of snowy holiday delight. A few Christmases ago, the airline company WestJet set out to make the holiday dreams of its passengers come true. By gathering together [...]

The Best Customer Service Stories All Have This in Common

Image courtesy of Юкатан What common quality do nearly all of the news stories about incredible customer service have in common?  They are stories born from representatives and companies reacting to their customers’ needs and situations not as institutions, but as people. Take for example the recent news story regarding Southwest Airlines: Last [...]

How a Glass Repairman Made a Difference

When we remember to connect with our customers on a human level and seek to assist them as though they were a friend or neighbor, we are driven to do extraordinary things for them. When our customers receive extraordinary care and help, our interactions with them move beyond mere transactions for goods or services and [...]

Apologies in the News – Anthem

“Customers don't expect you to be perfect.  They do expect you to fix things when they go wrong.” - Donald Porter, V.P., British Airways   We’ve spoken frequently on the importance of taking ownership of missteps and apologizing properly to repair (and even strengthen) the relationships with customers; and it just so happens that a [...]