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Thank You for Calling!

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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

27: Really Intensely Personal

4/27/2016
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Just over three years ago,Matt Alexanderfounded 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 Imprintand 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


26: 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 Millionis 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 codeTHANKYOUto save $50 on your choice of Casper mattress.Terms and Conditions Apply.

Duration: 00:09:52


25: 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 isTaqueria 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 codeTHANKYOUto save $50 on your choice of Casper...

Duration: 00:17:47


24: 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 aproduction.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 customersare 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 whenever...

Duration: 00:21:19


23: Elvis Was Nice!

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? UseTHANKYOUto get 10% off.

Duration: 00:15:32


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


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


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


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


11: 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 SPONSORBackblaze: back that Mac up for only $5 a month(less if you sign up for longer). Whatever kind of computer you’re using, make sure you’re backing it up. Think about what you spent on coffee this month. Is your data worth the $5 you probably spent on just two trips (or just one) to the coffee shop? Take the advice of our panel andset up Backblaze for yourself or a family member (or both)...

Duration: 01:10:01


10: The Key Holder

6/28/2014
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Christina Warren and Casey Lissreturn to discuss video game retail and all it entailed: sexual harassment, death threats, Pokémon cards, babysitting kids, "quick change", and the loss of camaraderie and caring over the last 15 years. Part 2 of 2Pictured: NOT Casey Liss, but close. Adam fromthe FuncoLand training video.An "extended cut" combination of both episodes will appear in theMaster Feed(iTunes) as "Trouble in Pikachu City".Let us knowif you like that sort of...

Duration: 01:00:00


9: The Summer of '99

6/20/2014
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Christina Warren and Casey Lissjoin Moisés to relive their mutual past invideo game retail. Back in the days of VMUs, GD-ROMs, Product Protection Plans, and pre-internet consoles, it was the Wild West. Part 1 of 2Pictured:FuncoLand #23 in Mesquite, TX."The Society of the Shrinked Wrap"will return in Part 2, "The Key Holder" (Thank You For Calling! #10).An "extended cut" combination of both episodes will appear in theMaster Feed(iTunes) as "Trouble in Pikachu City".Let us knowif you like...

Duration: 01:00:21


8: Reputation is Everything

6/15/2014
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Moisés speaks with Aaron Meyers from Comics Therapy to find productive, positive lessons to learn from the Comics For Kids controversy about how (and how not to) run a non-profit. Part 2 of 2Since the recording ofthe first installment of this series, Comics For Kids founder Michael Whitehead has continued to aggressively confront critics, use questionable language and tactics, and pivoted to running a "comics & boobs" hashtag campaign onhis personal Twitter feed, which has intermittently...

Duration: 00:40:51


7: Best of Intentions

6/6/2014
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Following an online firestorm (seeBleeding CoolandThe Outhousers)surroundingMississippi-based Non-Profit Organization Comics 4 Kids, Moisés speaks with founderMichael Whiteheadabout its origins, his choices, and digging oneself into a deeper hole. Part 1 of 2In the next episode, we hear from the podcasters behindComics Therapy, both of whom directly engaged Michael over appearances of impropriety, bullying language, and the reasons, in his words, that eventually "Mark Waid called [him] an...

Duration: 01:10:30


6: Always Be Faxing

5/2/2014
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Moisés found out a month ago that he needed to buy a house because his lease wasn't being renewed. His Realtor, Eric Johnston, talks about his career in real state over the last 12 years in markets that went from boom to bust and back again. What makes the biggest difference in real estate and sales in general: luck, soft skills, or a little of both?SPONSORSTransporter:personal cloud storage that lives in your house. Useoffer code ESN10to get 10% off any Transporter model...

Duration: 00:55:40


5: Backblaze Case Study

4/1/2014
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Our MacWorld Expo Specialdelves into the origins of an online backup service's customer service & support infrastructure, from passing around a GMail account to helping people feel less powerless and/or vulnerable.Excuse the echo. Press rooms are great but often awful for acoustics.SPONSORSSquarespace:everything you need to get started making a website. Visit the link and use the offer codementioned in the show (part of the show's name)for 10% offIgloo: an intranet you'll actually like and...

Duration: 00:52:28


4: ComiXology Case Study

3/14/2014
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A candid, behind-the-scenes look at ComiXology's customer support story, from the early days to being the top-grossing non-game app on iOS.From taking empathy notes fromRoad House("be nice") to handling server-crushing traffic to taking proactive steps along the way, you don't have to care about comics to enjoy and appreciate the ComiXology story.SPONSORSSquarespace:everything you need to get started making a website. Use the offer codementioned in the show (part of the show's name)for 10%...

Duration: 00:59:37


3: Willing to Negotiate

2/28/2014
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Airlines: we've heard the horror stories. Now we dig deeper into how to get the results we want at the gate, on the phone, and in the air. (Part 2 of 2)Are we stuck in a breadline in Kiev back in '78, waiting for shitty vouchers for shitty airlines, or could we eventually see Our Own Fuckin' Airline? #SuperplanePanelists:John Roderick, Jim Dalrymple, Lex Friedman, Brent BillingsSpecial Guest Star: Majel Barrett RoddenberrySPONSORSTransporter: personal cloud storage that lives in your...

Duration: 00:48:27


2: Hostile Professionalism

2/19/2014
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Airlines: we hate them, and it feels like they hate us. Is our only choice to "ride in the fucking toilet"? A former airline employee joins us to help peel back the curtain at Gate 21. (Part 1 of 2)Panelists:John Roderick, Jim Dalrymple, Lex Friedman, Brent BillingsSubscribe to Thank You For Calling (iTunes/RSS)Subscribe to the ESN Master Feed(iTunes/RSS)Brent Billings survived the airline industry and now does photography and design.John Roderick makes music with The Long Winters, and...

1: VIP Gold Star

2/10/2014
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Brent Simmons joins Moisés to talk through his sudden $1850 bill from Network Solutions, the process of divorcing his domains from a longtime home, and supporting customers as an indie.Fun fact: this is the first-ever show recorded for ESN. Cherish it.Brent's series of posts about his ordeal, from inception and first update through the 1st, 2nd, 3rd, 6th, 7th, 8th, and 10thdays' updates.Those posts live at Brent's super-inessentialblog. He also uses Twitter.Wil Shipley wrote a great...
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