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Channel: Todd Sattersten » Customer Service
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Get the right people

Hiring the right people is really important. I know it is a truism, but it was painfully obvious on our trip. During the last week and a half, my family took three flights with the America West...

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Chalk One Up for the Airline Industry

Airlines are the customer service punching bag for most books, magazine articles, and blogger posts. I have been guilty of thrashing the industry myself. I wanted to put in a good word for the good...

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LexThink

I am in Chicago today for my third time in a week. Today it is to attend LexThink. This is an event that was put together by Matt Homann and friends. The purpose of the event is pretty open ended. I...

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Power Company Customer Service

The power to our house was out for about an hour this afternoon. It makes working out of the house difficult. I just got a automated call from We Energies apologizing for the outage and checking to...

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Home At Last

Yesterday, I was flying back from a couple of weeks in Virginia. Weather on East Coast was screwing up flights and causing all sorts of delays. Just as I sit down in the terminal, the grumbling...

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Lucky You

I bought my brother a gift card to iTunes for Christmas. The Apple Store At Mayfair made the experience as simple as could be. I did not know buying something in a store could be made more simple and...

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Does this still happen?

I was redirected on the way home last week to pick up a pizza. I walked in and exchanged the normal pleasantries with the owner. He handed me the pizza and I handed him my credit card. “Sorry, cash or...

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SXSW – Kathy Sierra

Here are streaming thoughts from Kathy Sierra on Creating Passionate Users: It is not about the product–it is about helping them do. What can we help people kick ass doing? If you help users be...

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Save The Cookie

Our hometown airline is under attack. Midwest Airlines, based out in Milwaukee, is fighting a hostile bid from AirTran. The unwanted suitor claims the standard “synergies” and “efficiencies” blah blah...

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