I speak and write about customer experience and living a joyful life. Founder of @joyfulstoics and CEO of Better experience Group. betterexperiencegroup.com
I asked an executive if his son would be considering a job in his own call center from the look on his face, you would think I was suggesting his son take a job with ISIS!
On one spring morning, I had 2 very upset employees in my office, they were both in tears, one was a great frontline customer service rep and the other was her manager. I couldn’t make out much of what she…