Unhappy?

Unhappy!  That’s the adjective I’d use to describe it.  It’s the feeling you get when you realize you are working at a job, in a position, that’s draining the life out of you.  There are many reasons people experience this sense of despair: Some were sold dreams and the reality of the organization or the … Continue reading Unhappy?

Orientation & Consistent Customer Service Training – Part 6 of the Shift From Customer Service to Customer Experience Series

Just the other day, my colleagues and I were discussing the little value organizations place on the orientation process and on consistent customer service training.  I’m sure you’ve experienced it; showing up for work at the new job you scored and asked to shadow another employee who will show you the “ropes”.  Believe it or … Continue reading Orientation & Consistent Customer Service Training – Part 6 of the Shift From Customer Service to Customer Experience Series

The Right Fit – Part 5 of the Shifting From Customer Service to Customer Experience Series

Mark Murphy in his interview with Dan Schawbel, contributing writing for Forbes, said that “When our research tracked 20,000 new hires, 46% of them failed within 18 months.  But even more surprising than the failure rate, was that when new hires failed, 89% of the time was for attitudinal reasons and only 11% of the … Continue reading The Right Fit – Part 5 of the Shifting From Customer Service to Customer Experience Series

People Management Skills – A Must For Shifting From Customer Service To Customer Experience. This Is Part 4

People management skills are a MUST for every supervisor or manager.  The truth is leading people is a very hard job.  It requires supervisors or managers to connect with others and to understand what the unique drivers of their team members are.  One cannot take a generic approach to managing people.  We are all different; … Continue reading People Management Skills – A Must For Shifting From Customer Service To Customer Experience. This Is Part 4