Jenny from the #CustServ Block
Don’t be fooled by these ebooks and articles that I got, I’m still Jenny from the #CustServ block. March was a busy month with lots […]
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Breaking the Ice Episode #5: Tips for Attending an ICMI Conference with Erica Marois
In this, our latest episode of Breaking the Ice, I’ve come to the stunning realization that we have yet to format our title slide the […]
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Breaking the Ice Episode #3: Our Favorite Customer Service Books
Episode #3 of Breaking the Ice is in the books. In this weekly segment we answer one icebreaker question and one customer service or customer […]
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Deconstructing Goodbye: An Exploration in Creating An Effective Email Signature
Pop quiz: What is the single most impactful marketing message that you send every day? (source) I’ll give you a hint: it’s NOT the body […]
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Breaking the Ice Episode #2: What We’ve Learned From Angry Customers
Who’s up for Episode #2 of Breaking the Ice? Well here it is. In this episode, we break the ice by sharing a time when […]
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3 Creative Alternatives to Making a Customer Read (but it not feel like reading)
Perhaps I’m just bitter, but no one reads. We’re all lost in our own la la lands, zoning in only on what we want to see. […]
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Breaking the Ice Episode #1: The Best Customer Service Advice We’ve Ever Received
We are pleased to introduce you to a new segment on Customer Service Life, but first, let me give you some background. When Jenny and […]
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The Top 5 Reasons Your Employees Stay Put
This post was originally published as an article for the ICMI International Customer Management Institute. Understanding why employees stay with your company begins with a very simple […]
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Gratitude in the Workplace: Introducing Thankful Thursday
I thank Jeremy Watkin for this one. Thankful Thursday began as a way to incorporate gratitude into the workplace during our time working at Phone.com. […]
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Coffee and Customer Service: Our Most Depressing Hangout Yet
In this latest hangout, get all of our latest updates including: Upcoming speaking engagements (2017 ICMI Contact Center Expo and Conference) Jeremy’s an Advisor for […]
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