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Ashley Fitzsimmons
Fitzsimmons Insurance Agency
Ashley Fitzsimmons shares three keys for success as a customer service representative. First, is the ability to adapt to a changing business environment and to ever increasing customer communication channels. Second is the ability to push through the unpleasant tasks to get important things done when they must be done. And third is the ability to maintain a positive attitude about the work and the clients that you serve.
September 18, 2019 — Today is a great day to send out Save the Date Cards. Remind your staff and guests from other departments that Customer Service Week is just around the corner. Use our handy Save the Date Cards. At the CSWeek.com website, you’ll find a small card which you can print and distribute…Continue reading
Overcoming common obstacles to telephone communication — A modern, zoned service center layout can play an important role in reducing distractions. Office furniture manufacturer Herman Miller, has researched office design in many fields including call centers. See the recommendations in the white paper, People-Focused Contact Centers.
Feeling tired? Stressed? One of these habits may be to blame — Marcel Daane, author of Headstrong Performance, says lack of exercise can fatigue your body and brain. Download and print illustrated instructions for his Office Chair Exercise.
September 9, 2019 — When we asked our customers to tell us about the best part of their Customer Service Week celebrations, they shared a lot of great ideas. Many people commented on their decorations. Ramona says that “decorations set the tone for fun.” She decorates on Sunday afternoon so that everything is perfect on…Continue reading
When we asked our customers to tell us about the best part of their Customer Service Week celebrations, they shared a lot of great ideas. Here are five for your celebration: Melissa hosted a red carpet award ceremony to recognize top performing employees.Gretchen finally tried a decorating contest, “We’ve thought about a Chair Decorating Contest,…Continue reading
Answers from frontline reps — Bridge the gap. It can seem as though your request is put on the back burner, but that most likely is not the case. Just as you are busy working with your customers, your peers in other areas are doing the same thing. This is a situation that commonly happens between…Continue reading
For lasting change, make small goals, not big ones — “The only thing we really control is ourselves and the habits we choose,” sociologist Randall Bell writes in his book, Rich Habits Rich Life. Read a sample of the book below. Click the right side of the book image to advance 1 page, and the left side of the image to go back a page.
Strategies for improving cooperation with other departments — Job shadowing is a powerful tool for breaking down barriers and developing positive relationships between individuals and departments. To learn more about job shadowing, see Manchester Metropolitan University’s excellent Job Shadowing Guidelines.
When we asked our customers to tell us about the best part of their Customer Service Week celebrations, they shared a lot of great ideas. Which ones will you try? Rebecca says that her team’s favorite activity brought two departments together. “We include the sales reps in our Minute to Win it Games and this…Continue reading
With a few simple keystrokes you can send animated Customer Service Week eCards to team members across the hall or across the globe. They are a fun way to announce your upcoming celebration, invite other departments and individuals, thank your organizing committee for their hard work, and much more. And best of all, eCards work…Continue reading
Virna Waldron
American Airlines
Many of us go through the day without giving much thought to how we affect the people around us. But often, we have the opportunity to make a real impact on other people’s lives. It could be something as simple as making it easier to pay a bill, update an account, or fix a software problem. Or it could be as big as helping students learn English as a second language. So when Virna Waldron, a customer service team member at American Airlines, got an unusual request she dove right in, assembled a team, and sent much needed earbuds to an ESL class in Dallas.
