Monday Motivation: Don’t Forget To Laugh
Last week I shared a bit about my most recent experience running a marathon. Somewhere around mile ten in the race, a guy named Greg came […]
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Is Contact Center Turnover Cause For Celebration?
I originally wrote this as a guest post for one of my heroes in the contact center world. Melissa Kovacevic is a brilliant customer service […]
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3 Observations From The Eye Of A Customer Service Twitter Storm
When a customer tweets me directly to report that they are receiving poor customer service, I listen–all the more when they copy my boss on […]
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2 Ways To Even Out Those Spikes In Call Volume
I had lunch with a consultant friend of mine today and we got to talking call centers. He mentioned that a client of his had […]
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Anticipating Your Customer’s Needs Creates Delight
Here’s my typical routine for my morning commute. As I approach the freeway, I survey the scene to see how long the line is to […]
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An Exercise In Continuous Improvement
I ran and completed my sixth marathon yesterday. Yes my legs are quite sore today. Thanks for asking. It was a beautiful day for running […]
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Less Quacking, More Problem Solving
We all know the feeling too well when a customer service person utters any of the following phrases: “No” “Unfortunately” “It’s not possible” “Policy doesn’t […]
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Choosing Your Attitude In 45 Seconds Or Less
I’m the sort of person who has to “warm up” when he gets to work. Failure to properly warm up can lead to a double […]
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Awesome Teams Care For One Another
The way I am wired, I spend a lot of time worrying about whether or not members of my team are happy. As a customer […]
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Customer Service Article Round Up
With so many great articles on customer service floating around in the social media universe, it’s hard to keep up. Here is a round up […]
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