How to be Amazing when Meeting Online

Business has migrated to online meetings to solve problems, stay connected and keep work going. But so many of these virtual encounters can be fraught with disaster.

The Remarkable Come Back of the Lowly Telephone

There is something magical about the human voice that can’t be replicated in an email or text. At a time of physical distancing, the phone is making a come back. Here are some tips to make the most of reaching out and touching someone.

Customer Service & Social Security

A trip to try to correct a mistake in my Social Security files revealed customer service at its worst and all that is wrong with the government these days—a government that seems to be inefficient, mean, and certainly not “for the people.” In fact, everything about my experience screamed in defiance of at least four of Wainger Group’s Cardinal Rules of Customer Service.

By |2018-06-13T10:00:28-04:00February 4th, 2014|Categories: Audience Engagement|0 Comments

Customer Service Nightmares

Today was the day I had dreaded for some time.  I had to clear up a bunch of issues with several big companies—Lowes, Comcast, Verizon, and KitchenAid.  And now with phone calls completed, I’m looking back on a day of exhausting, frustrating, and dehumanizing experiences

Customer Service: Communicating a Great First Impression

Walking into the office of a real estate services firm recently, we were met, not by a receptionist, but by the “Director of First Impressions.”   And the woman in that job lived up to her title, warmly greeting us and making us feel welcome and upbeat for our meeting.

By |2019-04-14T09:43:48-04:00March 21st, 2013|Categories: Audience Engagement|Tags: , , , |0 Comments

Customer Service: Communications + Action Conveys Caring

In this day of impersonal “press 1 for more options” customer service, PNC Bank really does stand out.  They’ve made it a competitive advantage to provide the best in service – and they really do.  I switched banks about six months ago because I got tired of the unfriendly treatment I got at the big, global bank I had been with for nearly 20 years.

By |2018-11-21T08:43:52-05:00March 1st, 2013|Categories: Audience Engagement|Tags: , , , |0 Comments

The Customer Service Wall of Shame

A few weeks ago,  this blog highlighted some terrific customer service experiences, a rarity these days.  Rudeness, inefficiency and callousness seem to be the norm in the relationships between companies and the people who buy and use their products and services.  One of the places where customer service can be particularly bad is the doctor’s  office and medical facilities where one would expect it to be otherwise.

By |2018-11-21T08:59:55-05:00December 2nd, 2011|Categories: Audience Engagement|Tags: , , |0 Comments