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What’s that Giant Sucking Sound?

During the 1992 U.S. presidential campaign Ross Perot famously referred to a “giant sucking sound” of U.S. jobs heading to Mexico when NAFTA went into effect.  If you’re not careful, that giant sucking sound could be your customer service. Despite

Andrew McFarland 12 January 201118 November 2016 How to Deliver Customer Service, The Right Kind of Customer Service No Comments Read more

Customer Experience – Oklahoma Style

An entertaining song from the musical Oklahoma regales the trials and tribulations of a love struck girl who can’t refuse amorous advances.  She’s the girl who “cain’t say no”. Companies who want to provide an exceptional customer experience face a

Andrew McFarland 20 December 20102 July 2012 Customer Experience, Customer Service 1 Comment Read more

Eurostar Earns a Second Chance

In my last post, I had some harsh words and pointed advice for Eurostar’s customer service team.  Over two weeks from my initial inquiry, Eurostar’s Traveller Care team responded. Here’s how I graded the end-to-end experience. Responsiveness – Poor. Two-plus

Andrew McFarland 6 July 201024 October 2012 Best Practices, How to Deliver Customer Service, The Right Kind of Customer Service 3 Comments Read more

Eurostar’s Service a Black Hole

Ever have a situation when you felt like your concerns and complaints go in, but nothing comes out?  I call that the customer service black hole. A personal experience with Eurostar reminded me of its recent public failures. Four trains

Andrew McFarland 28 June 201013 September 2012 How to Deliver Customer Service, Influential Factors - Harmful 1 Comment Read more
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Trending Recently

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