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Customer Experience

Person drafting an outage message at a desk beside a clock, with an empty browser window showing a warning

What Google’s Gmail Outage Apology Got Right (and Missed)

Customer Experience

What Google’s Gmail Outage Apology Got Right (and Missed) Read More »

A manager sitting alone at a meeting table at dusk, looking out over a wintry city

Recession Budgets and the Customers You Already Have

Customer Experience, Operations

Recession Budgets and the Customers You Already Have Read More »

A customer service manager at an office desk with a monitor, a stack of letters and a desk phone

Twitter Customer Service: Who Gets Listened To?

Customer Experience

Twitter Customer Service: Who Gets Listened To? Read More »

A calm support agent with a headset listens while an orange storm cloud of speech bubbles pours from a phone and dissolves into teal ripples

Irate Customers

Customer Experience, Staff, Training

Irate Customers Read More »

Support agent typing a status update to a customer, with a three-step timeline on screen

Exceptional Customer Service

Customer Experience

Exceptional Customer Service Read More »

A hand reaching out of a car window to take a coffee from a drive-through window

Can I Take Your Order? The Drive-Through Lesson in Customer Service

Customer Experience, Training

Can I Take Your Order? The Drive-Through Lesson in Customer Service Read More »

Dozens of small hotel soap bars stacked across a bathroom shelf and tub edge

Communication and Customer Service

Customer Experience

Communication and Customer Service Read More »

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