Thank You For Calling!
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A look at the world of Customer Service: how to solve (or avoid) horror stories and make life better for everyone involved.
||CleanMatt Alexander: Really Intensely Personal||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||4/26/2016||Free||View in iTunes|
||CleanJuan in a Million||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. Y||6/26/2015||Free||View in iTunes|
||CleanTaqueria Chihuahua||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.||6/1/2015||Free||View in iTunes|
||CleanSweat Equity||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.||5/8/2015||Free||View in iTunes|
||CleanAnnie Did Elvis' Nails||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.||3/23/2015||Free||View in iTunes|
||CleanWhat Makes Good Sex Happen||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.||2/6/2015||Free||View in iTunes|
||CleanAverage Call Time||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". Listen to learn the art of the Polite Hang-Up, and whether you||1/20/2015||Free||View in iTunes|
||CleanShop Forever||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.||12/14/2014||Free||View in iTunes|
||CleanGuilt is a Good Thing||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 taking on religious life?||11/14/2014||Free||View in iTunes|
||CleanKickstarter and The 99% Barrier||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 Kickstar||11/6/2014||Free||View in iTunes|
||CleanThe 5th Level of Management||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 r||10/17/2014||Free||View in iTunes|
||CleanMail Me Some Rivets||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||10/10/2014||Free||View in iTunes|
||CleanAT&T Gigapower: Gesture of Goodwill||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.||9/12/2014||Free||View in iTunes|
||CleanAT&T Gigapower: Escalation Points||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.||8/25/2014||Free||View in iTunes|
||CleanTiffany Arment: Don't Call Me||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.||7/31/2014||Free||View in iTunes|
||CleanIndie Apple Techs: Knowledge is Dangerous||An all-star panel of Apple techs (Peter Cohen, Stephen Hackett, Joe Saponare, Sam Valencia) discuss dealing with customers who have broken iThings.||7/18/2014||Free||View in iTunes|
||CleanThe Key Holder (Part 2 of 2)||Christina Warren and Casey Liss return 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 2||6/28/2014||Free||View in iTunes|
||CleanThe Summer of '99 (Part 1 of 2)||Christina Warren and Casey Liss join Moisés to relive their mutual past in video 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 2||6/20/2014||Free||View in iTunes|
||CleanReputation is Everything (Part 2 of 2)||Aaron Meyers from Comics Therapy discusses productive, positive lessons to learn from the Comics For Kids controversy about how (and how not to) run a non-profit. Part 2 of 2||6/15/2014||Free||View in iTunes|
||CleanBest of Intentions (Part 1 of 2)||Following an online firestorm (see Bleeding Cool and The Outhousers) surrounding Mississippi-based Non-Profit Organization Comics 4 Kids, Moisés speaks with founder Michael Whitehead about its origins, his choices, and digging oneself into a deeper hol||6/6/2014||Free||View in iTunes|
||CleanBuying a House: Always Be Faxing||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||5/2/2014||Free||View in iTunes|
||CleanBackblaze||Our MacWorld Expo Special delves 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 grea||3/31/2014||Free||View in iTunes|
||CleanComiXology||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.||3/14/2014||Free||View in iTunes|
||CleanAirlines: Willing to Negotiate (Part 2 of 2)||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)||2/28/2014||Free||View in iTunes|
||CleanAirlines: Hostile Professionalism (Part 1 of 2)||Airlines: we hate them, and it feels like they hate us. Is our only choice to "ride in the f*****g toilet"? A former airline employee joins us to help peel back the curtain at Gate 21. (Part 1 of 2)||2/19/2014||Free||View in iTunes|
||CleanVIP Gold Star||Brent Simmons talks about his unexpected $1850 bill from Network Solutions, the process of divorcing his domains from a longtime home, and supporting customers as an indie developer.||2/10/2014||Free||View in iTunes|
||CleanAbout "Thank You For Calling!"||A short preview of things to come in this brand-new show about customer service.||2/9/2014||Free||View in iTunes|
GREAT Idea and too wonderful to listen to if you have EVER done CRM, EVER!
Considering my entire life's work has involved some form or another of CRM in one format or another, I loved the idea when I heard it mentioned by Merlin Mann & John Roderick on their podcast, so I jumped over & listened... It is GREAT! I belive it would be a solid listen if in CRM or not!
PLEASE keep 'em coming!
So looking forward to the next one!
Everyone who works is in customer service in one way or another. It is a nice balance to hear some of the great, positive case studies, along with other episodes that vent about some of the bad and some of the downright awful!
because everyone loves customer service! (yikes!)
Get ready to laugh and cringe and rage at some hilarious and incredulous customer service stories from the front lines and from the customer's end too. I mean, deep down, haven't we all had a customer threaten us if we didn't have the game he wanted? Or go through heck trying to just get a reliable internet connection from a major telecom? Frustration and laughs abound.