The other day I was reading Steve Curtain’s blog about Dairy Queen: Something Indifferent, and it reinforced the notion, once again, that a smile really makes a difference in providing good customer service and sales. However, a smile is much easier to measure in the retail environment because you see it. Over the phone or web, it is more challenging, … [Read more...]
Outsourced Call Center – Employee Ownership Benefits
As the president and CEO of a company with over 1,000 employees, I feel like the head coach of a team. And, as we work through our game plan on a daily basis, there are a few plays that make me exceptionally proud. This happened recently with one of our retired employees, Judy Holt. Judy worked as a front line agent for USA800 for 14.5 years before retiring … [Read more...]
