Monday Motivation: Forget About Nice. Be Awesome!
In the Watkin family, we have a long-standing tradition of not putting bumper stickers on our cars. This was handed down from my minister father […]
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Mom…The Model Of Service And Sacrifice
As I sit here writing Mother’s Day cards, my mind is filled with thoughts of mom — not just one mom but all of the […]
Continue reading »Coffee And Customer Service: Reflections From #CCExpo14
We had the privilege of attending the ICMI Contact Center Expo and Conference this week and had a fantastic experience. In this hangout, we talk […]
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Are You More Coachable Than A Five-Year-Old?
The adventure of fatherhood is proving to be ripe with life lessons I never knew I needed to learn. We’re currently learning the game of […]
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Sales AND Support — Not Sales VS Support
Some years ago I received a call from AT&T to tell me about their U-verse service and how it would save me a ton of […]
Continue reading »Coffee And Customer Service: Jenny’s Work Anniversary
In today’s Coffee and Customer Service Hangout, we celebrated Jenny’s 9 year work anniversary. It truly is a momentous occasion. We also talked about the […]
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Running And Customer Service — When Two Passions Converge
This past Sunday I had the privilege of running 26.2 miles (a marathon) for the fifth time in my life. This iteration was an amazing […]
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The Precarious Art Of Engaging Emotionally In Customer Service
Jenny and I were in a meeting the other day talking about project priorities with our engineers. We were trying to gauge which project to work […]
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Choosing Between A Good And A Better Customer Experience
Last week I chronicled my recent purchase of a 2003 Subaru Forester. There was only one problem with the car. The stereo was eleven years […]
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Revisiting The Question– Is There Anything Else I Can Help You With?
In a post I wrote more than a year ago, I revealed my passion for the question “Is there anything else I can help you […]
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