Tag Archives: customer service

How to Build Passion Literacy at Work

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I just had a fantastic experience with a call center rep! I had to call American Express this morning. After going through the dreaded automated menu of multiple options, I heard a cheerful voice saying, “May I help you?”

I could go on forever about how fabulous this person was. No script, patient listening while I ranted in a somewhat disorganized way, she gave me more information than I thought I wanted. When I thanked her profusely for her wonderful service, she rhapsodized about how much she loves taking care of customers’ needs.

But she didn’t want anyone to know about what a great job she does. When I asked her her name (which she shyly gave me one piece at a time), I then asked her, “Who do I talk to about how wonderful you are?” After putting me … Continue Reading

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Miles of Wisdom: The First Thing to Know About Inspiring Great Customer Service

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(Note: Engaged employees are literally a wealth of knowledge. Whether they are high-performing individual contributors who love their jobs or managers who score high on the engagement surveys — if they love their work, they’ve got something to teach us all.  They’re better than a textbook. They’re better than a motivational seminar. They’re the real deal. And they’ve got great stories!

Because I interview engaged employees as part of my consulting practice, I’m collecting miles of wisdom in the form of great video footage. With the permission of my clients and interviewees, I’ll periodically post highlights from powerful conversations. Like this one.) Continue reading

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