Category Archives: Uncategorized

A challenge at many companies is the silo affect and blame game! It is so easy to blame other departments and people on their shortcomings. But what is the point? Are you calling out issues in other departments to save … Continue reading →

I often tell agents to think beyond the question asked and to try and cover follow up questions to inquiries. This is especially true if they are answering a question and the answer is no. Anticipating the next question or … Continue reading →

I cannot help but to think today of the Greatest Servant ever. When I read through Jim Collins' book "Good to Great" I noticed that every company that did very well had a "Servant Leader". This was someone willing to … Continue reading →

Email is a vital part of life. It has sped up communication in so many ways and people expect prompt responses to email when sent. This is so far from what was occurring when our parents were working and from … Continue reading →

One of the most common frustrations that I deal with when getting service from businesses is the lack of resetting expectations. It can be costly. One of my coworkers took off work to have a new front door of his … Continue reading →

Part of converting any Customer Support organization into a great one is using every mistake as an opportunity to do better. I make mistakes daily, and I always will. No one is perfect. The key is recognizing that a mistake … Continue reading →

In the midst of review season at my work and I am reminded that accountability is a good thing! Face it, as human beings we all have the tendency to be lazy! just this last week I was reminded of … Continue reading →

I often challenge my reps to think about taking an extra 2 minutes before resolving a case to think about what the receiver of the message they are sending will think when they receive the message they send. Will it … Continue reading →