The Energizer

Resilient Insights for Work & Life

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A Piece of Cake Cements A Customer Relationship

By Eileen McDargh - Monday, July 09, 2018

Let’s face it: there are many groceries we can chose from. Within close distance, I have Gelson’s, Albertson’s, and two Ralph’s.  Costco and Trader Joe’s are also nearby. (Yes, I can eat my way around the neighborhood!) 

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Ten Tips to Move Customer Service from Drab To Fab!

By Eileen McDargh - Monday, April 09, 2018

It happens all the time: A full-page ad is placed in a major monthly publication. The ad touts the service excellence of their product. Catchy phrases. Great promises. Major dollars are spent to create an implied image in the mind of the consumer. And it can vanish in a heartbeat if promises made are not promises kept—if the derived image cancels out the implied image!  

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How to De-Energize a Customer

By Eileen McDargh - Monday, April 03, 2017

"IT"starts in Gary, Indiana at US Steel’s immense integrated mill (the largest of its kind in the Northern Hemisphere) . “IT” continues in Orlando with the United States Postal Service and Hurricane Irene. And “IT doesn’t stop until long after I return home to Southern California and a 7.0 earthquake. The “IT” is a laptop malfunction—the unnatural calamity created when technology and a virus meet. 

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How to De-Energize a Customer

By Eileen McDargh - Monday, March 06, 2017

"IT” starts in Gary, Indiana at US Steel’s immense integrated mill (the largest of its kind in the Northern Hemisphere). “IT” continues in Orlando with the United States Postal Service and Hurricane Irene. And “IT doesn’t stop until long after I return home to Southern California and a 7.0 earthquake. The “IT” is a laptop malfunction—the unnatural calamity created when technology and a virus meet. 

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Guest Post: Service Resilience: A Key Ingredient for Innovative Service

By Eileen McDargh - Tuesday, February 14, 2017

“No one ever bought a ¼ inch drill bit because that’s what they really want,” wrote Harvard business professor Ted Levitt. “What they really want is a quarter inch hole.” And, what customers would really like to do is snap their fingers and get a ¼ inch hole… just like Captain Kirk could do on Star Trek. But, they have to deal with the process of getting a hole. 

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Tornado Tragedy Yields Surprising Tenderness

By Eileen McDargh - Monday, December 28, 2015

Throughout the long, howling night of Saturday Dec. 26, Jim and Stephen crouched in their storm shelter as 11 tornadoes roared through Garland, TX and the Dallas Metroplex. 

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Another Bonehead Customer Service Strategy

By Eileen McDargh - Thursday, January 08, 2015

You just received the letter from Anthem Blue Cross. The opening line:  "We'd like to thank you for choosing Anthem Blue Cross. We value the trust you have placed in us."  

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CUSTOMER SERVICE HORROR STORIES AT UNITED AIRLINES

By Eileen McDargh - Tuesday, March 20, 2012
“Please continue to hold. A baggage agent will be with you shortly.” 

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Beware, Leaders! Listen to your customer service voice mail message.

By Eileen McDargh - Monday, November 08, 2010

 

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Get To Know Your Customers By Actually Speaking To Them!!

By Eileen McDargh - Saturday, June 14, 2008

 

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