Working with Upset Customers

The first time I served a customer, it ended in a service failure. Vowing to learn from that experience, I became obsessed with customer service. Today, I'm an author, consultant, and trainer who helps organizations develop customer-focused cultures. As an author, I packaged everything I learn into books, newsletters, and blogs. I'm the best selling author of four customer service books including The Service Culture Handbook. More than 10,000 customer service professionals subscribe to my free Customer Service Tip of the Week email newsletter. My Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. As a consultant, I guide clients who want to develop customer-focused cultures. Services include creating customer service vision statements, employee engagement strategies, and service culture assessments. As a trainer, I help customer service professionals build new skills. I'm a dynamic keynote speaker whose presentations are highly interactive, practical, and engaging. Over 1,000,000 people have taken one of my video-based training courses on LinkedIn Learning. My Customer Service Foundations course was LinkedIn's most-watched customer service course in the world in 2021. In 2006, I became one of the first people in the world to receive the Certified Professional in Learning and Performance (CPLP) credential. I'm a past president of the Association for Talent Development’s San Diego chapter, where I'm a recipient of the WillaMae M. Heitman award for distinguished service.