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Examining customer service stories good and bad (mostly bad), whether experienced over a phone line, email, live chat, or a retail counter: how can we handle both sides of the equation better?

Examining customer service stories good and bad (mostly bad), whether experienced over a phone line, email, live chat, or a retail counter: how can we handle both sides of the equation better?
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Location:

United States

Description:

Examining customer service stories good and bad (mostly bad), whether experienced over a phone line, email, live chat, or a retail counter: how can we handle both sides of the equation better?

Language:

English


Episodes

Matt Alexander: Really Intensely Personal

4/27/2016
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Just over three years ago, Matt Alexander founded Need, a publication that releases exclusive, curated clothing and products for "the modern gentleman". They later addedForemost, a line of affordable, American-made clothing for men and women. This month, Need became Imprint and launched an iOS app. This is the origin of Need's customer service model, and how it helped them grow and evolve from a sensation (Need) into a tangible, formidable Imprint in the world of fashion. Matt Alexander will...

Duration:00:37:03

Juan in a Million

6/26/2015
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One of Austin's most iconic taco joints turns 35 years old in July. Juan in a Million is known as much for their triple-sized signature "Don Juan" breakfast tacos as they are for owner Juan Meza's legendary handshake. Get the "Don Juan" with chorizo. You won't be sorry. Brought to you by * Casper: premium mattresses for a fraction of the price. Use coupon code THANKYOUto save $50 on your choice of Casper mattress. Terms and Conditions Apply.

Duration:00:09:52

Taqueria Chihuahua

6/2/2015
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On the highway from one major city in Texas to another, there's always at least one really good, locally-owned place to eat. A little over 40 miles outside of Austin on the way to Houston is Taqueria Chihuahua, a place full of good food and good people who have been serving customers for over 20 years. Be ready for a taco that it takes two hands to eat. Brought to you by * Casper: premium mattresses for a fraction of the price. Use coupon code THANKYOUto save $50 on your choice of Casper...

Duration:00:17:47

Sweat Equity

5/8/2015
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Running a movie theatre is one thing. Running free movie screenings for non-paying guests is a production. It involves a theatre's staff, lots of excited movie fans, and an contracted rep or two whose job it is to manage concentrated chaos. What happens when (once a week at minimum) the same 40 customers are willing to wait over twelve hours to watch one movie for free? Brought to you by * Hover: Get your domains and services and get on with your day. Visit our link to support the show...

Duration:00:21:19

Annie Did Elvis' Nails

3/23/2015
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Annie used to do Elvis' nails, doesn't care about famous people, and is the best designated driver on the planet. We need more "Annies" in the world. Brought to you by * Squarespace: Need to set up a website for yourself, a friend, or loved one? Use THANKYOU to get 10% off.

Duration:00:15:32

What Makes Good Sex Happen

2/6/2015
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Emily Nagoski talks about her work as a sex educator and the misconceptions she's faced with when people stop her in the grocery store to ask her about their sex lives. Brought to you by * Come As You Are: Dr. Nagoski's new show, where she talks with people 1-on-1 about sex. Anyone is welcome as a guest. All you need are questions and concerns about sex. It's launching next week right here on ESN. RSS feed here, iTunes feed still to come. * Our Founding Sponsors: made ESN happen a year ago...

Duration:00:24:24

Average Call Time

1/20/2015
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Liz Furl left waiting tables behind to work in a call center. Little did she realize how much more difficult it would be to tell Medicare applicants that "there's no update on your status" for a living. Listen to learn the art of the Polite Hang-Up, and whether you're dying fast enough. Brought to you by * Warner Archive Instant: the classic cinema and TV streaming service you've been waiting for, on Roku and iPad, supporting AirPlay to AppleTV.

Duration:00:53:45

Shop Forever

12/14/2014
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Venturing out during Black Friday weekend can be fascinating when you go not to shop, but to assess how American shopping culture has become its own form of zombie pandemic. Brought to you by Harry'seven if already a customer

Duration:00:17:27

Guilt is a Good Thing

11/14/2014
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Before Friar Gabriel Mosher joined the Dominican Order, he worked in both fast food and bill collection. How does dealing with people who demand a "Medium" Frosty inform caring for one's flock? Exclusive Sponsor * Backblaze: unlimited, unthrottled backup for $5/month

Duration:00:28:20

Kickstarter and The 99% Barrier

11/6/2014
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Drew Westphal and Anna Bartenstein run the customer service machine behind musician Jonathan Coulton. They cover everything, from emails about orders or general questions to the still-being-fulfilled, massively successful Code Monkey Save World Kickstarter from 2013. They talk about their professional histories and why they love doing what they're doing for musicians like They Might Be Giants and "JoCo". Special Guest Stars: Jonathan Coulton and Greg Pak! Sponsors * Backblaze: back that...

Duration:00:49:17

The 5th Level of Management

10/18/2014
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Drobo CEO Geoff Barrall details his company’s struggle to get AT&T to deliver on their promise of providing functioning internet and telephone service. While Drobo bends over backwards to support their customers, AT&T can’t be bothered to have its right hand work with its left to flip a switch. Is that really “just the way it is, man”? Part 3 of an ongoing series, "Disconnecting Telecom" Sponsors * Symbolicons: by Jory Raphael, designer of all our new artwork. Get 40% off any icon set bundle...

Duration:01:00:18

17: The 5th Level of Management

10/18/2014
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Drobo CEO Geoff Barralldetails his company’s struggle to get AT&T to deliver on their promise of providing functioning internet and telephone service. While Drobo bends over backwards to support their customers, AT&T can’t be bothered to have its right hand work with its left to flip a switch. Is that really “just the way it is, man”? Part 3 of an ongoing series, "Disconnecting Telecom" Sponsors * Symbolicons:by Jory Raphael, designer of all our new artwork. Get 40% off any icon set bundle...

Duration:01:00:18

Mail Me Some Rivets

10/10/2014
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Dan Provost of Studio Neat talks about clean & simple solutions that his clean & simple two-man company has used for support over the last four years. Whether things were sailing smoothly or descended into momentary "fiasco," their customers have stuck with them and grown in number for very good reasons. Sponsors * Drobo: mass storage for the masses. Use offer code MOISES for $50 off Drobo 5D or 5N * The Magazine Book 2: Back their Kickstarter and get some uncommonly great content to salute...

Duration:00:43:10

16: Mail Me Some Rivets

10/10/2014
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Dan ProvostofStudio Neattalks about clean & simple solutions that hisclean & simpletwo-man company has used for support over the last four years. Whether things were sailing smoothly or descended into momentary "fiasco," their customers have stuck with them and grown in number for very good reasons. Sponsors * Drobo:mass storage for the masses.Useoffer codeMOISESfor$50 offDrobo 5D or 5N * The MagazineBook 2: Back their Kickstarter and get someuncommonly great contentto salute and bid a...

Duration:00:43:10

AT&T Gigapower: Gesture of Goodwill

9/12/2014
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Our previous episode inspired a reaction from AT&T Gigapower completely unlike everything that came before. Listen to what happened next, why Moisés thinks it went this way, and whether he'll consider switching to Time Warner or Google down the road. Part 2 in an ongoing series: "Disconnecting Telecom" Sponsors * Drobo: mass storage for the masses. Use offer code MOISES for $50 off Drobo 5D or 5N * Visit our Founding Sponsors as well as our Current Sponsors as a way of saying thanks for...

Duration:00:18:30

14: Gesture of Goodwill

9/12/2014
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Our previous episode inspired a reactionfrom AT&T Gigapower completely unlike everything that came before. Listen to what happened next, why Moisés thinks it went this way, and whether he'll consider switching to Time Warner or Google down the road.SponsorsVisit our Founding Sponsors as well as our Current Sponsorsas a way of saying thanks for their continued support of ESN. Episodes like this one are brought to you with limited or no commercial interruption thanks to all of them.Show...

Duration:00:18:30

AT&T Gigapower: Escalation Points

8/25/2014
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A case study of the cable/broadband industry's customer service tactics, from the recent spate of Comcast recorded calls to our host's first-hand experience with new kid on the block: AT&T GigaPower. Ever been signed up for a contract without your consent and then been told "no, I'm like...they read you those disclosures?" It would be great if this show resulted in AT&T calling me back, making good on promised credits, or making sure their service would stop going out at random...

Duration:00:57:48

Tiffany Arment: Don't Call Me

7/31/2014
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Tiffany Arment joins Moisés to talk about wedding photography. Whether suffering the basement of a church or guests determined to make it look like prom in 1982, make sure at all times to ignore Uncle Morty. Photo credit: some guy named Marco Sponsored by Harry's: they're already disrupting the shaving industry by offering a much better shaving experience at a much better value. Use promo code THANKYOU for $5 off. Drobo:Useoffer code MOISES for $50 off Drobo 5D or 5NGuest Tiffany...

Duration:00:59:07

12: Don't Call Me

7/31/2014
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Tiffany Armentjoins Moisés to talk about wedding photography. Whether suffering the basement of a church or guests determined to make it look like prom in 1982, make sure at all times to ignore Uncle Morty.Photo credit: some guy named MarcoSponsored byHarry's:they're already disrupting the shaving industry by offering a much better shaving experience at a much better value.Use promo code THANKYOU for $5 off.Drobo:mass storage for the masses.Useoffer codeMOISES for $50 off Drobo 5D or...

Duration:00:59:07

Indie Apple Techs: Knowledge is Dangerous

7/18/2014
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An all-star panel of Apple techs discuss dealing with customers who have broken iThings. EXCLUSIVE SPONSOR Backblazefor only $5 a monthmake sure you’re backing it upset up Backblaze for yourself or a family member (or both) today.PANELISTS Joe SaponarePsiMacCmd-Ctrl-pwrSam ValenciaHCSCmd-Ctrl-pwrStephen Hackett512 PixelsThe PromptBartending: Memoirs of an Apple GeniusPeter Cohen

Duration:01:10:01