Customer Service Follow-Up

After I posted my rant about customer service last week, I decided to Twitter-shame the two companies involved. I didn’t hit Spectrum too hard, but Office Depot? Yeah, they got zinged, and much to my surprise, they responded. Today I’ll be talking about customer service follow-up. Continue reading

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Is There a Customer Service Crisis, or Is It Just Me?

My time at Disney gave me a pretty thorough indoctrination into customer service. Not everyone gets that sort of training, I realize, and not everyone gets into jobs that require interaction with the public. Nevertheless, I’ve had a couple of customer service experiences lately that make me wonder if this has become a lost art. It shouldn’t be: your customers make your business possible. Continue reading

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Writing and Distributing Surveys

As some of my regular readers might know, I tried to distribute a survey as part of my “Arts and Recreation on Mars” paper for Kepler Space Institute. The goal was to assess how people consumed/engaged with art or recreation while confined to their homes. In addition to numerous technical issues, I had a devil of a time getting people to respond to the thing. Today I’ll recount my struggles and ask a few questions of my readers. Continue reading

Posted in audience, education, metrics, reader response, social media | 2 Comments

Repurposing and Reformatting Content

The professor for my Kepler Space Institute class provided a rather detailed and specific outline for my final class paper. I was in the process of developing and writing that paper when a friend suggested I submit it to the Interstellar Research Group (IRG) conference in September. This required some reformatting/retooling of the content. Today I’ll be talking about how to repurpose content for other audiences and applications. Continue reading

Posted in editing, education, fiction writing, personal, presentations, science fiction, technical writing | 3 Comments

Log Jams and the Five Whys in the Workplace

One of the concepts used in a class I edit is called “The Five Whys.” This is where you’ve got a problem in the workplace and ask why it’s happening. However, as the concept title indicates, there’s more to it than just asking, “Why?” Continue reading

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