by Jeff Yablon | Dec 19, 2016 | Customer Service
If you had the bad luck to travel a couple of days ago you likely had the opportunity to experience the non-fun that air travel has become. If you were on United Airlines you also got to experience what can be especially awful about airline customer service. One of my...
by Jeff Yablon | Nov 17, 2016 | Business Process, Customer Service
If you’ve ever tried to get customer service from Uber, the following six words probably won’t surprise you: Uber Does Not Care About You. OK, eliminate the last two. It’s really Uber does not care; the part about you is incidental. This would be a...
by Jeff Yablon | Jun 13, 2016 | Customer Service
As I’ve said here many times, perception is reality. So when a customer service representative justifies a problem you’re having by saying that something is “functioning as intended”, there’s a good chance there will be a disconnect...
by Jeff Yablon | May 27, 2016 | Customer Service, Influency
Some time ago, I told you about a company called Spoonrocket, which delivered “home-made” meals in under ten minutes and that Spoonrocket was a great idea, doomed to failure. A couple of months ago, I was proven correct when Spoonrocket shut down. It was...
by Jeff Yablon | May 4, 2016 | Business Process, Customer Service
Thank you, Donald Trump. By amassing enough delegates to this summer’s Republican Convention to cause your only real competitor to drop out, you’ve changed American politics forever. For the better. Unless you subscribe to the theory that business is...
by Jeff Yablon | Feb 9, 2016 | Business Change Highlights, Customer Service
It may sound obvious, but customer service matters. Unfortunately, today I found out that at The United States Postal Service, customer service is a complete oxymoron. Which might sound obvious too. The USPS has had more than its share of customer service issues for...