About The Book
Every job I have held in my career has been in the customer service industry, with the majority of my professional years spent working in call centers. It is working at call centers where I recall the most memorable employee/customer experiences that shaped my passion for customer service. I should share that being in the role of a customer and encountering poor service and unprofessionalism also heightened this passion.
The intent of this book is to create dialogue and spark self-awareness within all parties on how their individual actions impact others. It’s a straight, real-talk book that gives insight on call center dynamics and the practical steps a call center employee must take to succeed on the job. This book will also delve into the obligations of our employers as well as the sometimes unreasonable expectations from our customers—all of which affect the state of customer service. The reader will be inspired to 'be their best' in the workplace through the introduction of The I.P.A.D. Concept as well as the Vowels of Customer Service.
I’m happy to announce that my book, “Call Center: A Focus on Customer Service”, made it to BookAuthority’s Best Customer Experience Books of All Time:
BookAuthority collects and ranks the best books in the world, and it is a great honor to get this kind of recognition. Thank you for all your support!
The book is available for purchase on Amazon.
Endorsements
- 8 Must Read Call Center Books – Capterra Customer Service
- 5 Books Every Contact Center Supervisor Should Read
- Books on Customer Service Every Call Center Manager Should Read – Marketing Daily Advisor
- Invited by ICMI.com to contribute an article titled ‘4 Competencies Employees Must Master Before a Promotion’.
- Job.hero.com cited Call Center: A Focus on Customer Service as a helpful resource
- Article for ICMI.com titled ‘What’s Happened to the Spirit of Customer Service’?
- ‘Call Center: A Focus on Customer Service’ included as best customer service/customer experience books of all time
- Book is listed in ‘5 Books Every Contact Center Supervisor Must Read’
- Article for Contact Center Pipeline 'Working From Home - A Growing Necessity'