Awesome Preparation Produces Awesome Improvisation
From as early as I can remember, I have been a musician. From elementary school all through high school I played trumpet. One of my […]
Continue reading »Category: Customer Service
The What, Why, and, How of Hiring for Cultural Fit
This article was originally publish on the ICMI blog on February 3, 2014. Click here to read the original post along with many other wonderful […]
Continue reading »
Just When You Thought You Were Perfect…You Strike #CX Gold
It’s really easy in business to have an air about us that everything is hunky dory. If no one is complaining, there must not be […]
Continue reading »
Got Fears? You Are Not Alone
I recently had dinner with a good friend who’s a COO at a company with fifty or so employees. One of his many responsibilities is […]
Continue reading »Coffee And Customer Service: Catching Up
After a long hiatus, we joined forces for another Coffee and Customer Service Hangout. In this latest iteration we discuss a number of issues regarding […]
Continue reading »
5 Tips For Navigating Your Way Through A Twitter Chat
I’d like to reveal a slightly embarrassing tidbit about myself. I didn’t perfect the art of riding a bicycle without training wheels until I was […]
Continue reading »
Ask The Customer Service Talking Head
One distinct benefit of writing this blog and being considered a customer service “thought leader” is that I get to rub elbows with some gifted trainers […]
Continue reading »
Contact Center Hiring And Recruiting On A Budget
This post was originally published on the ICMI blog on January 26, 2015. Click here to read the original article along with more great customer […]
Continue reading »
Remember, You’re Memorable!
Sarah McLachlan sums it up in her song, “I will remember you. Will you remember me?” And, our customers sing this to us each and every […]
Continue reading »
The R.O.A.D. To AWESOME Customer Service Training
In December, I shared a post about On-Boarding Without Over-Boring with some tips to help leaders ensure that their new employees have a memorable first day. The […]
Continue reading »