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 […]
Continue reading »Category: Jeremy
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 […]
Continue reading »
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 […]
Continue reading »
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 […]
Continue reading »
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 […]
Continue reading »
Monday Motivation: See The Potential In Others
A personal tidbit you may not know about me is that my dad is a pastor and has been for the last forty-five or so […]
Continue reading »
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 […]
Continue reading »
The Post-birthday #CX Review
I just had another birthday and find myself another year older. It’s fascinating to look at birthdays from a customer experience perspective and think about […]
Continue reading »
3 Rules For Respecting A Customer’s Support Channel Preference
It’s pet peeve time! There’s a company I frequently contact for support. Given the nature of the issues and my busy schedule, I typically opt […]
Continue reading »Coffee And Customer Service: 2015 Resolutions
Happy New Year! Don’t miss our first Coffee and Customer Service hangout of the year. It was a good one. In the hangout, we established […]
Continue reading »