Breaking the Ice Episode #38: Happy Thanksgiving!
In Episode 38 we adjusted our format a bit. A special time of year like Thanksgiving demands it! Tune in as we explore the huge […]
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A Customer Service Lesson from a Hungry Toddler
My sister and I meet for lunch at the Lazy Dog Restaurant & Bar in Rancho Cucamonga. She brings her 1 1/2 year old daughter, […]
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Breaking the Ice Episode #37: Rants, Raves, & 3 Keys to Bad #Custserv w/ Randi Busse
In this episode we welcome our friend and customer service expert, Randi Busse. She’s coauthor of the book, Turning Rants Into Raves and President of […]
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Breaking the Ice Episode #36: Managing, Leading, & Inspiration From Kids w/ Jacob Shields
Welcome to Episode #36. We are so pleased to have Jacob Shields break the ice with us. Jacob is the Call Center Manager at CCI […]
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How to Say “Sorry” Without Saying Sorry
My colleague recently presented me with this question: How can we reply to a customer with empathy and still take ownership of the issue, but […]
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Breaking the Ice Episode #35: Side Hustles & Mindful #Custserv w/ Sheri Kendall-DuPont
In our 35th episode we had the pleasure of breaking the ice with our good friend, Sheri Kendall-DuPont. She’s the Manager of Colleague and Leadership […]
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Sleep Your Way to Great Customer Service
Get your mind out of the gutter. This post is about sleeping – like you know, that thing you do at night to recharge your […]
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Breaking the Ice Episode #34: Annoying Roommates & Agent Engagement w/ Sean Hawkins
In Episode #34 we welcome our good friend, Sean Hawkins. He’s the Director of Contact Center and Customer Service at Framework Homeownership. Be sure to […]
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Is “No Problem” a Problem in Customer Service?
Barefoot and going through TSA security at the airport, I hold my hands up over my head through the SkyScanner. I walk out and the […]
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Breaking the Ice Episode #32: Marketing & Dining in New York w/ Eric Lituchy
In episode #32 we break the ice with our good friend and marketing expert, Eric Lituchy. Eric is CEO & Founder of HUNTER, a NYC […]
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