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I referenced the infamous recorded Comcast Retention call in a Tip of the Week on July 22. It’s been such a lightning rod for discussion that we just recorded a podcast addressing some of the key language that the Comcast representative used during the call. Now, we’ve gained access to what’s reported as being the […]

The following is a true story of a customer service runaround… Nate’s physician suggested that he have a diagnostic procedure. The hospital called Nate to schedule the procedure; they suggested he get the CPT code (procedure number) since Nate wanted to get an estimate of the procedure charges. He called his physician office and got […]

There are certain phrases that come up time-to-time in the world of customer service that become ubiquitous like “Customer Delight” or “WOW Experience” or “Moment of Truth.” One phrase that’s being used a lot in the world of professional football (the American kind not the World Cup “futbol” kind) is “Flash.” Coaches noted that a […]