When I assess a department or call center, I ask the employees to take a short personality test which focuses on the concept of team. You are either a coach, a cheerleader, team player or score keeper. It has been my experience that most great customer service departments have a lot of team player, people pleasing personalities. This personality likes to make people happy and we like happy customers. These Departments by nature are people pleasers, too. A general manager […]

Little did you know, here comes a customer that wants you to jump through their hoops. They are cantankerous. You ask them to lower their voice and that whatever the problem is, you are sure you can both come to a resolution Well, here is the firing line and you need to be ready, willing, and able to flip your internal armour switch on immediately! I came up with this mantra as a guide for you to balance your thinking […]