0: About Thank You For Calling!
A short preview of things to come in this brand-new show about customer service.
View Article1: VIP Gold Star
Brent Simmons joins Moisés to talk through his sudden $1850 bill from Network Solutions, the process of divorcing his domains from a longtime home, and supporting customers as an indie.Fun fact: this...
View Article2: Hostile Professionalism
Airlines: we hate them, and it feels like they hate us. Is our only choice to "ride in the fucking toilet"? A former airline employee joins us to help peel back the curtain at Gate 21. (Part 1 of...
View Article3: Willing to Negotiate
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)Are we stuck in a breadline in Kiev back in '78,...
View ArticleClik here to view.
4: ComiXology Case Study
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.From taking empathy notes from Road House ("be nice") to...
View ArticleClik here to view.
5: Backblaze Case Study
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...
View ArticleClik here to view.
6: 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...
View ArticleClik here to view.
7: Best of Intentions
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...
View ArticleClik here to view.
8: Reputation is Everything
Moisés speaks with Aaron Meyers from Comics Therapy to find productive, positive lessons to learn from the Comics For Kids controversy about how (and how not to) run a non-profit. Part 2 of 2Since the...
View ArticleClik here to view.
9: The Summer of '99
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...
View ArticleClik here to view.
10: The Key Holder
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...
View ArticleClik here to view.
11: Knowledge is Dangerous
An all-star panel of Apple techs discuss dealing with customers who have broken iThings.EXCLUSIVE SPONSORBackblaze: back that Mac up for only $5 a month (less if you sign up for longer). Whatever kind...
View ArticleClik here to view.
12: 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...
View ArticleClik here to view.
12.5: Another Show
After Thank You for Calling! #12, Moisés and Tiffany Arment talk about the world of theatre (for longer than the episode they were really recording), covering The Little Mermaid on heelies to an...
View ArticleClik here to view.
13: 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...
View ArticleClik here to view.
14: 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...
View ArticleClik here to view.
15: Upset at the Situation
Real Estate Broker Donna Hazlewood talks about things to look for (and look out for) in a Real Estate agent, why she likes the hard work that others avoid, and what motivates us to do the work we...
View ArticleClik here to view.
16: Mail 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...
View ArticleClik here to view.
17: The 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...
View ArticleClik here to view.
18: 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,...
View ArticleClik here to view.
19: Guilt 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...
View ArticleClik here to view.
20: Shop 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.Brought to you byHarry's:...
View ArticleClik here to view.
21: Average 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" for a...
View ArticleClik here to view.
22: What 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.Brought to you byCome As You...
View ArticleClik here to view.
23: Elvis Was Nice!
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. Brought to you by Squarespace: Need to set up a...
View ArticleClik here to view.
24: Sweat 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...
View ArticleClik here to view.
25: Taqueria 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...
View ArticleClik here to view.
26: Juan 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...
View ArticleClik here to view.
27: 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 added Foremost, a line of...
View Article
