I spoke a few weeks ago at the LOMA conference on Customer Service. LOMA is a great organization that caters to the insurance and financial services industry and my workshop was about “Avoiding Common QA Pitfalls.” I’m always interested in what I learn from…
Guy Kawasaki recently created a lot of buzz with his Art of Customer Service post. I found a couple of people responding with the same thoughts I did, including Starbucker, who shared my concerns with Guy’s admonition to nev er upsell on customer service calls. I…
I was sitting in the corner of a small conference room as the supervisor started their call coaching session with a CSR. The supervisor cut right to the chase, playing the call in question. I sat and listened. It was…
Thanks for joining me! Good company in a journey makes the way seem shorter. — Izaak Walton