Thank You For Calling!

Thank You For Calling!
A look at the world of Customer Service: how to solve (or avoid) horror stories and make life better for everyone involved.
Matt Alexander: Really Intensely Personal
Apr 27, 2016 • 42 min
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,…
Juan in a Million
Jun 26, 2015 • 11 min
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. You…
Taqueria Chihuahua
Jun 2, 2015 • 17 min
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…
Sweat Equity
May 8, 2015 • 20 min
What happens when (once a week at minimum) the same 40 customers are willing to wait over twelve hours to watch one movie for free?
Annie Did Elvis’ Nails
Mar 23, 2015 • 15 min
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.
What Makes Good Sex Happen
Feb 6, 2015 • 22 min
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.
Average Call Time
Jan 20, 2015 • 51 min
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’re…
Shop Forever
Dec 14, 2014 • 17 min
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.
Guilt is a Good Thing
Nov 14, 2014 • 28 min
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?
Kickstarter and The 99% Barrier
Nov 6, 2014 • 49 min
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…
The 5th Level of Management
Oct 18, 2014 • 60 min
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 right…
Mail Me Some Rivets
Oct 10, 2014 • 43 min
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…
AT&T Gigapower: Gesture of Goodwill
Sep 12, 2014 • 18 min
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.
AT&T Gigapower: Escalation Points
Aug 25, 2014 • 57 min
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.
Tiffany Arment: Don’t Call Me
Jul 31, 2014 • 59 min
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.
Indie Apple Techs: Knowledge is Dangerous
Jul 18, 2014 • 70 min
An all-star panel of Apple techs (Peter Cohen, Stephen Hackett, Joe Saponare, Sam Valencia) discuss dealing with customers who have broken iThings.
The Key Holder (Part 2 of 2)
Jun 28, 2014 • 60 min
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
The Summer of ‘99 (Part 1 of 2)
Jun 20, 2014 • 60 min
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
Reputation is Everything (Part 2 of 2)
Jun 15, 2014 • 40 min
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
Best of Intentions (Part 1 of 2)
Jun 6, 2014 • 70 min
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 hole.…
Buying a House: Always Be Faxing
May 2, 2014 • 55 min
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…
Apr 1, 2014 • 52 min
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 great…
Mar 14, 2014 • 59 min
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.
Airlines: Willing to Negotiate (Part 2 of 2)
Feb 28, 2014 • 48 min
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)
Airlines: Hostile Professionalism (Part 1 of 2)
Feb 19, 2014 • 56 min
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 2)
VIP Gold Star
Feb 10, 2014 • 49 min
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.
About “Thank You For Calling!”
Feb 9, 2014 • 6 min
A short preview of things to come in this brand-new show about customer service.