Do you want parrots or people in your contact center?, a photo by Myra Golden on Flickr. Last October, after I delivered a wonderfully-received keynote in Orlando, I grabbed my camera bag, slipped out of […]
Customized Engaging Online Customer Service Training
Category: Getting employee buy-in
Fiercely Focus on Someone Today. What You See Might Surprise You.
After a wonderful dinner at my parents’ house on Easter Sunday, I went for a solo walk in my mother’s garden. When I spotted my mother’s patch of white tulips, I ran to my car […]
How to Get Buy-in and Create Ownership
When I was overseeing consumer affairs for an international car rental company, I struggled with getting my team to deliver the level of customer service our customers expected and deserved. One day I sat down […]