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	<title>Dennis Snow Blog &#187; When Bad Service Happens To Good People Archives  &#8211; Dennis Snow Blog | Unleashing Excellence</title>
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		<title>Duct Tape and Customer Trust</title>
		<link>http://dennissnowblog.com/commentary/duct-tape-customer-trust/</link>
		<comments>http://dennissnowblog.com/commentary/duct-tape-customer-trust/#comments</comments>
		<pubDate>Thu, 29 Jul 2010 17:37:12 +0000</pubDate>
		<dc:creator>Dennis Snow</dc:creator>
				<category><![CDATA[Commentary]]></category>
		<category><![CDATA[Service Analysis]]></category>
		<category><![CDATA[When Bad Service Happens To Good People]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[dennis snow]]></category>
		<category><![CDATA[Duct Tape]]></category>
		<category><![CDATA[Everything Speaks]]></category>

		<guid isPermaLink="false">http://dennissnowblog.com/?p=849</guid>
		<description><![CDATA[After a customer service presentation I recently conducted, an attendee wrote to me about a situation that reminded her of my comments regarding attention to detail – “Everything Speaks,” – and how details can either build or erode customer trust. Here’s some of what she shared: &#8220;I thought you would be interested in seeing the [...]]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Book Recommendation &#8211; The War of Art</title>
		<link>http://dennissnowblog.com/commentary/book-recommendation-the-war-of-art/</link>
		<comments>http://dennissnowblog.com/commentary/book-recommendation-the-war-of-art/#comments</comments>
		<pubDate>Tue, 29 Dec 2009 15:09:42 +0000</pubDate>
		<dc:creator>Dennis Snow</dc:creator>
				<category><![CDATA[Commentary]]></category>
		<category><![CDATA[Recommended Resources]]></category>
		<category><![CDATA[When Bad Service Happens To Good People]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[dennis snow]]></category>
		<category><![CDATA[Steven Pressfield]]></category>
		<category><![CDATA[The War of Art]]></category>

		<guid isPermaLink="false">http://dennissnowblog.com/?p=542</guid>
		<description><![CDATA[I&#8217;m ashamed it has taken me so long to recommend one of my all-time favorite books, The War of Art: Break Through the Blocks and Win Your Inner Creative Battles, by Steven Pressfield. The title is clearly a play on The Art of War, by Sun Tzu, and it is a highly appropriate title. The [...]]]></description>
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		<slash:comments>5</slash:comments>
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		<item>
		<title>Book Recommendation &#8211; The War of Art</title>
		<link>http://dennissnowblog.com/commentary/book-recommendation-the-war-of-art-2/</link>
		<comments>http://dennissnowblog.com/commentary/book-recommendation-the-war-of-art-2/#comments</comments>
		<pubDate>Tue, 29 Dec 2009 15:09:42 +0000</pubDate>
		<dc:creator>Dennis Snow</dc:creator>
				<category><![CDATA[Commentary]]></category>
		<category><![CDATA[Recommended Resources]]></category>
		<category><![CDATA[When Bad Service Happens To Good People]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[dennis snow]]></category>
		<category><![CDATA[Steven Pressfield]]></category>
		<category><![CDATA[The War of Art]]></category>

		<guid isPermaLink="false">http://dennissnowblog.com/?p=542</guid>
		<description><![CDATA[I&#8217;m ashamed it has taken me so long to recommend one of my all-time favorite books, The War of Art: Break Through the Blocks and Win Your Inner Creative Battles, by Steven Pressfield. The title is clearly a play on The Art of War, by Sun Tzu, and it is a highly appropriate title. The [...]]]></description>
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		<slash:comments>5</slash:comments>
		</item>
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		<title>When You Receive Poor Customer Service</title>
		<link>http://dennissnowblog.com/commentary/when-you-receive-poor-customer-service/</link>
		<comments>http://dennissnowblog.com/commentary/when-you-receive-poor-customer-service/#comments</comments>
		<pubDate>Wed, 04 Nov 2009 20:47:36 +0000</pubDate>
		<dc:creator>Dennis Snow</dc:creator>
				<category><![CDATA[Commentary]]></category>
		<category><![CDATA[When Bad Service Happens To Good People]]></category>
		<category><![CDATA[Customer complaints]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Holiday shopping]]></category>

		<guid isPermaLink="false">http://dennissnowblog.com/?p=435</guid>
		<description><![CDATA[As we get closer to the holiday season, the news is full of reports that retailers plan to hire fewer temporary workers than usual because of lower sales expectations. While this might make short-term sense to a business&#8217;s bottom line, it&#8217;s a recipe for frustration for you and me as shoppers. Busy shopping seasons are [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Customer Service Thought for the Day</title>
		<link>http://dennissnowblog.com/uncategorized/customer-service-thought-for-the-day/</link>
		<comments>http://dennissnowblog.com/uncategorized/customer-service-thought-for-the-day/#comments</comments>
		<pubDate>Tue, 27 Oct 2009 21:21:16 +0000</pubDate>
		<dc:creator>Dennis Snow</dc:creator>
				<category><![CDATA[Commentary]]></category>
		<category><![CDATA[Dennis on the Radio]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Recommended Resources]]></category>
		<category><![CDATA[Service Analysis]]></category>
		<category><![CDATA[Tips for Better Customer Service]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[When Bad Service Happens To Good People]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Process Improvement]]></category>

		<guid isPermaLink="false">http://dennissnowblog.com/?p=414</guid>
		<description><![CDATA[Are your company&#8217;s processes designed for the convenience of the customer or for the convenience of the company? How would customers respond to that question? Think about a process you can tweak (or overhaul) that will result in customers asking, &#8220;Why can&#8217;t other companies do it like yours?&#8221;]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Three Tips for Starting a Service Improvement Initiative</title>
		<link>http://dennissnowblog.com/service-analysis/three-tips-for-starting-a-service-improvement-initiative/</link>
		<comments>http://dennissnowblog.com/service-analysis/three-tips-for-starting-a-service-improvement-initiative/#comments</comments>
		<pubDate>Mon, 27 Jul 2009 18:27:50 +0000</pubDate>
		<dc:creator>Dennis Snow</dc:creator>
				<category><![CDATA[Service Analysis]]></category>
		<category><![CDATA[When Bad Service Happens To Good People]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Service Improvement]]></category>
		<category><![CDATA[Service Initiative]]></category>

		<guid isPermaLink="false">http://dennissnowblog.com/?p=312</guid>
		<description><![CDATA[Starting a customer service improvement initiative is challenging for most organizations. I&#8217;ve seen countless leaders so frustrated over where to begin that they don&#8217;t begin at all. The question of how to get things started freezes some initiatives in their tracks, and what could&#8217;ve been a successful improvement initiative never gets out of the gate. Here [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>The Price of Poor Service</title>
		<link>http://dennissnowblog.com/uncategorized/the-price-of-poor-service/</link>
		<comments>http://dennissnowblog.com/uncategorized/the-price-of-poor-service/#comments</comments>
		<pubDate>Thu, 23 Jul 2009 21:45:57 +0000</pubDate>
		<dc:creator>Dennis Snow</dc:creator>
				<category><![CDATA[Commentary]]></category>
		<category><![CDATA[Service Analysis]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[When Bad Service Happens To Good People]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Twitter]]></category>
		<category><![CDATA[United Airlines]]></category>
		<category><![CDATA[YouTube]]></category>

		<guid isPermaLink="false">http://dennissnowblog.com/?p=297</guid>
		<description><![CDATA[A few weeks back, I posted an article titled, Customer Service and Twitter, in which I focused on how our customers can instantly let people know about their experience with us. A recent example of the power of social media is the popular YouTube video, &#8220;United Breaks Guitars.&#8221; If you don&#8217;t know the back story, [...]]]></description>
		<wfw:commentRss>http://dennissnowblog.com/uncategorized/the-price-of-poor-service/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Customer Service Assignment</title>
		<link>http://dennissnowblog.com/uncategorized/customer-service-assignment/</link>
		<comments>http://dennissnowblog.com/uncategorized/customer-service-assignment/#comments</comments>
		<pubDate>Thu, 19 Mar 2009 14:08:37 +0000</pubDate>
		<dc:creator>Dennis Snow</dc:creator>
				<category><![CDATA[Tips for Better Customer Service]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[When Bad Service Happens To Good People]]></category>
		<category><![CDATA[When Great Service Happens To Good People]]></category>
		<category><![CDATA[benchmarking]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Disneyland]]></category>
		<category><![CDATA[Walt Disney]]></category>

		<guid isPermaLink="false">http://dennissnowblog.com/?p=143</guid>
		<description><![CDATA[As we come into the weekend, try giving your team this informal assignment. As they go about their weekend activities, ask them to to consciously notice the level of service they receive as they interact with companies and their employees. Ask them to look at the physical environment, observe employees as they serve them as [...]]]></description>
		<wfw:commentRss>http://dennissnowblog.com/uncategorized/customer-service-assignment/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Let Them Eat Cake!</title>
		<link>http://dennissnowblog.com/commentary/let-them-eat-cake/</link>
		<comments>http://dennissnowblog.com/commentary/let-them-eat-cake/#comments</comments>
		<pubDate>Wed, 16 Jul 2008 23:53:43 +0000</pubDate>
		<dc:creator>Dennis Snow</dc:creator>
				<category><![CDATA[Commentary]]></category>
		<category><![CDATA[Service Analysis]]></category>
		<category><![CDATA[When Bad Service Happens To Good People]]></category>
		<category><![CDATA[Customer complaints]]></category>
		<category><![CDATA[customer service]]></category>

		<guid isPermaLink="false">http://dennissnowblog.com/?p=36</guid>
		<description><![CDATA[I’m constantly amazed at the lengths to which some companies will go in order to alienate their customers. They may have clunky processes, poorly trained employees, or any of a multitude of customer-alienating practices. But the one that really fries me most is when a company distrusts their customers. Sure, there are those customers who [...]]]></description>
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		<slash:comments>0</slash:comments>
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