How Heidi Does Service

In customer service stories, we often hear about exceptional circumstances that compel a representative to provide service far out of the norm.  But, like we've frequently discussed, quality service has to be consistently pursued day in and day out.  Heidi, who works for the grocer Trader Joe's, shared her approach to ensuring a constant delivery Keep Reading...

But I Could Never Go Viral

We've all seen them: the stories of outstanding customer service that hit social media and suddenly grow to an audience of epic proportions.  It's fantastic and it's fun, but it seems unattainable.  The customer service equivalent of hitting the lottery.  And we may blame our heretofore lack of viral-worthy opportunities on our perception that our Keep Reading...