“The Man in the Mirror” by Michael Jackson. Let’s All Listen Once Again!!! It’s in that new movie “Joyful Noise” and yesterday it set my heart on fire once more. The “WOW” factor is hard to understand. People who are inspired themselves give that “WOW” right over to the customer. How do you “WOW” someone?…
Motivation or Inspiration – Simple but NOT Easy
Motivational Games – UHG! Eeeuw… Whenever I was in a call center or on a sales team, I just hated the GAMES. I would laugh at them because if they didn’t have an instant reward, I didn’t want to play. They would have games that lasted a year….WHAT? I can’t remember yesterday and I have…
AHT is the WRONG QUESTION
Tim Searcy, the outgoing past president of ATA speaks to me. I know it has always been about ENGAGEMENT. No kidding. WE have so many rules about AHT. The agents are ‘freaking out’ about it. The companies are counting their money and the one who gets lost in this shuffle is the CUSTOMER! Engagement requires…
Business as Usual or Enthusiasm
Blown AWAY is what I am (YODA)
Today, I just want to say, that I worked with a person with Go-to-Webinar for ten minutes. His name was Rubin and he did not conduct Business as Usual…ho-hum.
Welcome to our new website!
Welcome to our new website! Our website designers at www.ReactionConcepts.com, asked us to write a Yippee! post to start off our blog. (Shameless plug for the people that have helped us so much) So, here goes! Yiippeee!!! Judy and I are very excited to have this new website. We’ve been working closely with our designers…
Don’t Fight Your customers on the Way Out – Part 1
Round 1 – Ready to Fight? Calling to cancel your membership or return a product? Put your boxing gloves on, it’s time to fight. It can be stressful these days when calling an 800-number to end your subscription or to return a product. As a call center savvy consumer, I know the representative/retention specialist on…
Don’t Fight Your customers on the Way Out – Part 2
Empowering Your Customers by Asking the Right Question! Judy and her team continued to work with the agents to help determine the cause of the customers’ rejection. Agents quickly had the answer (as they often do) when they told her that the customers were irritated at being asked why they wanted to cancel. Some customers…
