I provide a seminar on customer service, and have a keynote presentation called The Customer Never Forgets. I have studied customer service, read a lot about customer service, and written quite a bit on customer service. But more than anything else, I am a customer. Constantly. Practically every day. Increasingly, my customer experiences are on-line.… Read More “Empathy” 1st, “Fix” 2nd – A Customer Service Basic!