by Sue Horner | Apr 3, 2007 | The Red Jacket Diaries blog
I just love those Nerds on Site. After my local Nerd, Graham, came to the rescue when I had problems getting on the Internet last week, I filled out a follow-up survey. (The top rating is “Nerdtastic!”) Today, I received a note from the head Nerds, John,...
by Sue Horner | Mar 7, 2007 | The Red Jacket Diaries blog
Here’s another tale from the customer service (or should I say, disservice) files, this one from my internet service provider. I was away for five days, and I mean AWAY — no laptop, tablet, not even a cell phone. My voice mail message was clear that I was out of...
by Sue Horner | Feb 24, 2007 | The Red Jacket Diaries blog
If you want to read a refreshing perspective on customer service, read “Seven steps to remarkable customer service” by Joel Spolsky, a software developer in New York City. Reading what his company does about customer service made me want to buy the software, and I...
by Sue Horner | Jan 30, 2007 | The Red Jacket Diaries blog
This is a story about web site usability, but it starts with communications with a personal touch. In his networking sessions called Breaking Down Silos, speaker Dave Howlett advises sending personal thank you cards and making a connection with people by sharing...
