Good cop, bad cop

Good cop, bad cop

Why do good complaint handlers go bad when they write to customers? There’s a condition in complaint handling which we at The First Word like to call good cop, bad cop. It doesn’t involve interrogating custo...
Crimes against the Customer

Crimes against the Customer

When it comes to critiquing customer service, Mary Portas has a bit of a reputation for her no holds barred approach. But what does she consider to be the worst customer service crimes? Over the next two is...
Building a Great Business

Building a Great Business

Who’s heard of the delicatessen, Zingerman’s? Well, neither had I until recently. But trust me, once you learn about this small business, you’ll be itching to know more. At least this was the case for me and...