Category: Customer Service

  • Don’t leave them hanging, follow-up again

    The question was asked on Facebook, it was easier to follow-up and continue the conversation via email. Great, the customer was helped, everything’s good, isn’t it?  Yes, but no. Did you go back and close the original conversation in some way to indicate where the conversation went? While our focus is on the active conversation,…

  • Make your chats natural

    I had an experience with Comcast‘s chat support a few evenings ago that I still keep mulling over. I’m not certain how much of it was scripted vs. improvised, but it felt somewhat awkward. As someone who spends time writing scripts for others to use when interacting with customers on the phone and via chat,…

  • Remember The Milk forgot me

    When I switched to Mac, I had to give up my habit of using Outlook for managing my task list (Entourage doesn’t sync Tasks to the server and I typically have 100+ items on my lists).  After some research, I went with Remember The Milk and signed up for a 1-year account (in January 2009)…

  • Evernote is my hero

    I’ve been using Evernote for years now.  When I switched to Mac a few months ago I noticed a problem with the Evernote client for Mac.  When I would select a category for my note, it would jump to a seemingly random category regardless of what I selected.  I could work around this by going…

  • Poor theater experience, good customer service to the rescue!

    Went to see Underworld: Rise of the Lycans last weekend.  We usually watch our movies at home (via NetFlix) so going to the movie theater is a real treat.  We decided to go to CineMagic in Merrimack, NH, because of their stadium seating and generally good service. The theater for Underworld was barely a quarter…