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Customer Service Articles

I love Amazon.  I hate Amazon.  And if I’m honest, I’m just a little bit scared of Amazon.  Amazon has slowly and inexorably wormed its way into many aspects of my life.  I download books through the Kindle app.  I watch Amazon Fire TV.  I order many, many things from Amazon (love me some Amazon […]

Imagine this scenario:  you run a business with several branches across two states.  You have customer service people in each branch and technicians out in the field.  To take advantage of new technology, you are giving your technicians iPads so they can immediately update customer information.  This will reduce the workload for your customer service […]

Is customer service back?   I’ve been getting some amazing customer service lately!  Really – from several retailers, from my cable company, even from the post office!  Okay, not from the post office, but they did lower the price of stamps.  Who saw THAT coming? I thought, “Wow, companies have finally gotten it.  They’ve raised the […]

     I don’t understand it.  I walk into retail stores and restaurants every day and no one seems to want my money.  Employees hardly greet me.  They seem annoyed if I ask a question or even approach the counter.  And they are all behind the counter, usually talking to each other. Yep, talking to […]

FireStar can do more than just deliver training. Recently we worked with a client to help improve their customer service. They have a phone system that allows them to record calls, and they sent me three randomly selected calls from each of their customer service representatives (CSRs). I reviewed them and did assessments. Their leadership […]