Month: September 2017

Program 91 – Stop the Customer Service Excuses

When it comes to customer service, excuses are the quickest way to lose credibility and trust with a customer. You know it. I know it. We all know it. Excuses…excuses…show up in many forms for many reasons. (Sometimes they are disguised as reasons.) When it comes to customer service, excuses are the quickest way to lose credibility and trust with a customer. Today, Jess Dewell speaks with Carmen Rojas, a digital marketing executive, about how to stop the customer service excuses. Starting The Conversation: What are the common excuses businesses use in customer service and how do we avoid...

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Program 90 Live 9/26 Investing in Our Tomorrow, Get Results Today

The choices we make today can give us results right now AND build our skills for future success. The crux between immediate results and mastery (of anything) is time. We’ve all been told the one thing every human has in common is the amount of time in a day, and what we do with it matters. There is incredible value in seeking stories and experiences of those that came before us. Regardless the circumstances or reasons, we are choosing what we do today. When we stop and look at today’s priorities, we can tell whether or not they help...

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Program 89 – What We Can Actually Control

The first thing we must do to fix customer service teams is to ask a single question…and we can control it. Training provides a base for shared meaning, to prepare employees, and give them a foundation to look for ways to improve both themselves and their process. And support. Support that the metrics we use match the expectations we have for interacting with customers. The more perspective we can give our customer service teams the more customer centric their mindset. Jess Dewell talks with Adam Toporek, an internationally-recognized customer service expert, about customer service and what we can actually...

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Program 88 – LIVE 9-19 – Personality Flaws of a Brand

Brand personality begins and ends with the people in the brand who create the culture (or buck against it) and move toward the mission through their action every day (or not). At some point in time, we’ve all been part of (maybe even the cause of) a break in the personality of the brand. Taking something personally about what’s ‘wrong’ or ‘needs improvement’ and not listening. And,  online and offline continue to get closer to a single experience, brand personality (and the personalities of people within a brand) are changing. Jess Dewell and Dr. Richard Schuster discuss problems that...

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Program 87 – When ..it Hits The Fan

As business leaders, we must rethink our thinking for effectiveness and results. As business leaders, we must rethink our thinking. There are things we accept as the-way-things-are. That limits our leadership AND the results of our work. Choose to find truth. Choose to have the difficult conversations. Choose to step up and make waves (sometimes it will feel like ‘IT Hits the fan, sometimes not. We don’t know until we action. It’s with the sincerity of wanting best, searching for information to choose the best option (for right now), and realizing that what is best in the future…is in...

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Program 86 LIVE 9/12 – What We’ve Learned

Not only does it takes a team, it takes the RIGHT people on the team. From the initial idea, to who do we know, to what skills are needed, and can we be really REAL with each other…there are a ton of moving parts. The right people on the team make the difference. Working together for years on different projects doesn’t remove headaches, problems, or friction. It’s about how we show up, how we support the end vision and each other. Jess Dewell visits with Scott Scowcroft and Iva Ignjatovic about what we’ve learned and what vision we are...

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