3 Practical Ways To Use StrengthsFinder With Your Team
I continue to be a huge fan of StrengthsFinder as a tool for self and other awareness. In fact, we have talked extensively about this […]
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Multitasking And Dual Monitors In The Contact Center
In our contact center, we have taken great strides to discourage multitasking and encourage our agents to focus on one customer at a time. We […]
Continue reading »Coffee And Customer Service: Valuable Or Not So Valuable
In today’s hangout slash podcast, we discussed the difference between valuable and not so valuable customer service. Hint: It’s big and your customers can tell. […]
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Hey Big Company, There Are No Excuses For Bad Customer Service!
I spent nearly 2 hours on a conference call with my Phone.com customer and a nameless phone provider’s customer support department yesterday afternoon. The entire call […]
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The Stuff Of Valuable Customer Service
Losing Stuff I hate losing stuff. Hate it! A friend of mine recently lent us the original Star Wars trilogy. It was magnificent! The other […]
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Identifying Opportunities For Awesome In Customer Service
In customer service, we relational, positive folks have a magical way of spinning the negative situations into opportunities for improvement. And, we should be darn […]
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Cut Corners And Costs Now, Cut Customers Later
Several years ago, my wife and I purchased a small house, built in the late 1950s, with loads of character. That’s code for fixer upper. […]
Continue reading »Coffee And Customer Service: The Main Thing
In this Coffee and Customer Service Hangout, we introduced a new format to help us focus a bit more on the main thing. Jenny shared […]
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Lessons From The Lunch Room
We now know that Lunch Breaks Are Not For Losers. By taking just 30 minutes of refuel time, for lunch, away from your desk and […]
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4 Steps To Keeping Your Eyes On The Main Thing
As a runner I have become an expert at j walking. Part of the reason I run so early in the morning is so that […]
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