Personnel/HR/Career Management

Customer Service Can Make or Break a Brand

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By Carolyn Goodman

I’ll admit it. My fuze is a little short when it comes to dealing with customer service reps. Of course, the only time I email, instant message (IM) or call one is when there’s an issue. But from what I’ve observed recently, every company could be investing in additional training if they hope to retain customers after a service interaction.

The first incident started with an IM chat with a rep at Clear — that’s the service that lets you whisk past the hordes of travelers in the airport, queued up like sheep, waiting to go through security.

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Headshot of Carolyn Goodman

Carolyn Goodman

A blog that challenges B-to-B marketers to learn, share, question, and focus on getting it right—the first time. Carolyn Goodman is President/Creative Director of Goodman Marketing Partners. An award-winning creative director, writer and in-demand speaker, Carolyn has spent her 30-year career helping both B-to-B and B-to-C clients cut through business challenges in order to deliver strategically sound, creatively brilliant marketing solutions that deliver on program objectives. To keep her mind sharp, Carolyn can be found most evenings in the boxing ring, practicing various combinations. You can find her at the Goodman Marketing website, on LinkedIn, or on Twitter @CarolynGoodman.

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