Customer Service Hitting All-Time Lows as Holiday Shopping Begins
A recent survey in the UK found that consumers were more dissatisfied with customer service than ever before. Findings indicated that 75% of consumers felt customer service standards were at an...
View ArticleThe 5 Most Read Customer Service Articles of 2011
Five articles were read by more readers of this blog than any of the other thirty-something I posted in 2011. Following are the articles, their intros and my thoughts about why they might have been so...
View ArticleSh*t Customer Service Representatives Say
Since The Squeaky Wheel came out last year (now available in paperback!), I’ve gathered many examples of customer service or sales representatives handling simple questions, requests or complaints...
View ArticleWhat Marital and Customer Service Complaints Have in Common
Customers and marital partners have much in common when it comes to their complaints. As I explain in my book The Squeaky Wheel, the same psychological forces get triggered in our minds when we have a...
View ArticleHow To Complain Without Triggering Defensiveness
Cindy wrote to our Complaint Makeover Corner asking for a complaint makeover for an issue that has serious health implications for every member of her multiple family household. Here’s what she said...
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Picture Perfect Complaints
Not all pictures are worth a thousand words. In fact, when it comes to the media’s coverage of my work as a complaining psychology expert, a striking phenomenon has developed—the use of one thousand...
View ArticleCustomer Service on the Titanic
James Cameron’s film Titanic, now out in stunning 3D, gives us a glimpse into the customer service practices of the time and raises the question—have customer service practices evolved or devolved over...
View ArticleCustomer Service at the London Olympics
This summer hundreds of thousands of people will flock to London for the Olympics and Paralympics games and I will be among them. Aside from my eagerness to attend the specific sporting events for...
View ArticleMy Experience of Customer Service at the London Olympics
I recently wrote about the Psychological Impact of the Olympic Games and argued that coverage of the Games should emphasize the world uniting in athletic competition as opposed to emphasizing scandals...
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The Squeaky Wheel and the Real Estate (Ka)Boom
My book, The Squeaky Wheel, opens with a story about New York City real-estate. In the midst of last decade’s real-estate boom an apartment building was built on a vacant lot 20 feet from my building,...
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BIG ANNOUNCEMENT!
MY NEW BOOK: EMOTIONAL FIRST AID: PRACTICAL STRATEGIES FOR TREATING FAILURE, REJECTION, GUILT AND OTHER EVERYDAY PSYCHOLOGICAL INJURIES Will be published in July 2013 by Hudson Street Press and will be...
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Emotional First Aid Around the World
I’m thrilled to announce that my new book, Emotional First Aid: Practical Strategies for Treating Failure, Rejection, Guilt and Other Everyday Psychological Injuries (Hudson Street Press, 2013) has...
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Publication Day for Emotional First Aid in Paperback!
Emotional First Aid publishes today in paperback with a new subtitle and a newly designed cover! Click ‘here’ to purchase! HERE
View ArticleI Will Be Giving a TEDx Talk in Sweden!
I’m thrilled and honored (did I mention thrilled?) to have been selected as a speaker at the upcoming TEDx conference at Linnaeus University in Växjö Sweden on November 7, 2014. Here is a link to the...
View ArticleGive the Gift of Emotional Health
Give someone you love the gift of emotional health by getting them a copy of Emotional First Aid: Healing Rejection, Failure, Guilt and Other Everyday Hurts (Plume, 2014). The book costs pretty much...
View ArticleMy Talk Is on TED.com’s Main Page!
The editors at TED.com have just released a new edit of my talk How to Practice Emotional Hygiene and have put it up on TED.com as the Talk of the Day! I’m extremely honored and excited for their...
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