I like American Eagle Outfitters. Over the years, I’ve bought many shirts and pairs of jeans or shorts at their stores and always had a good experience with them (“good” in the sense of “not bad” and unremarkable). But a couple of months ago, I had an issue which had the potential to sour my […]
Too Busy for Good Customer Service?
Fast food restaurants’ overemphasis on efficiency might prove costly in terms of customer satisfaction. I used to just write it off as an expected side effect of a busy drive thru, but this past Sunday, when the same fast food restaurant forgot an item in my order, I began to wonder if, instead, it was […]
3 Tips for Handling Angry Customers
Ask any employee in any industry what the first rule of customer service is, and their answer almost unfailingly will be: “The Customer is Always Right.” We all know this simple phrase, but we also know how hard it can be to remember it when you are being ferociously confronted by a disgruntled customer, whose […]