Podcasts about Customer service representative

Listen to Bill as he interviews Carlan, one of the Life Insurance Industry's top executives! Carlan has been innovating and cultivating new relationships, tools, and platforms for over 31 years. Carlan's wealth of knowledge helps her create additional value for her customers in business development, recruitment, and implementation of Brokerage General Agencies and Independent Marketing Organizations! Also, this podcast episode features time management and business optimization strategies that you can implement into your practice immediately! Carlan's Bio: Carlan W. Snipes is a Field Vice President for the Broad Market distribution channel covering the Southeast region. She has over 31 years in the Financial Services Industry and provides unmatched expertise in expanding the sale of life insurance products.  Carlan's wealth of knowledge helps her create additional value for her customers in business development, recruitment, and implementation of Brokerage General Agencies and Independent Marketing Organizations. Carlan was first recruited to First Colony Life after graduating from Virginia Tech. She advanced her career in positions such as Customer Service Representative, Case Manager, Internal & External Wholesaler, Product Specialist, and Regional Vice President with GE Financial and Genworth. She spent 22 years with Genworth marketing Life Insurance, Annuities, and Linked Benefit products to Independent Brokerage before joining Pacific Life in 2017. Carlan received her Bachelor of Arts degree in Political Science from Virginia Polytechnic Institute and State University (Virginia Tech). She has also obtained the Fellow, Life Management Institute (FLMI), Certified Structured Settlement Consultant (CSSC), and Certified Long-Term Care (CLTC) designations.  Carlan also holds her FINRA Series 6 and VA Life and Health license. Carlan's Acheivements:  Summit Award Winner 2020, 2022, 2023, & 2024 (to win this award, you must achieve 105% or more of your sales goal) Circle of Excellence Winner 2020, 2022, 2023 & 2024 (to win you must achieve 110% or more of sales goal, in 2024 I was 121% to goal) Standford Award Winner 2020 achieved the highest percentage to goal on my team Chairman's Award Winner 2022 achieved the highest percent to goal on my team (PL renamed this award in 2021 when are CEO retired) Check us out online: Agent Back Office Site: LevinsonAndAssociates.com Facebook: @levinsonandassociates X: @levinsonassoc Instagram: @levinsonandassociates Threads: @levinsonandassociates LinkedIn: @bilevinson  Podcast: levinson.libsyn.com YouTube Library: @thelevinson1

TTEC has a new guide to Customer Service Representative salaries in Greece for 2025 that offers insider info on how to secure the best wages and the best salaries this year. Go to https://www.ttecjobs.com/en/customer-service-representative-salary-in-greece-a-2025-guide TTEC City: Greenwood Village Address: 6312 S. Fiddler's Green Circle Website: https://www.ttecjobs.com/en

Today in Lighting is brought to you by ETC, lighting controls solutions for every project. Learn more. Highlights today include: Up Close With Kevin Heid, Recolight has Announced a Free LCA Webinar, The IALD LIRC Welcomes Anthony Kerr as Co-Chair and David Kelley as a Steering Committee Member for 2025, Customer Service Representative with BASO Lighting.

Judy HughesWith over a decade of experience in the insurance industry, Judy has been a licensed Property and Casualty agent since 2010 and a licensed Life and Health agent since 2011. Currently, she serves as a Personal Lines Account Manager at Anderson and Green Insurance Agency, where she has been for the past five years. In this role, Judy recently expanded her expertise to assist Medicare customers with their prescription plans.In addition to her work at Anderson and Green, Judy also holds a position as a Customer Service Representative at Cravens Insurance Agency, where she specialize in Medicare Supplements where her commitment to providing exceptional service and guidance allows Judy to help clients navigate their insurance needs effectively. Focusing exclusively on risk management and insurance professional development, the Risk & Insurance Education Alliance provides a practical advantage at every career stage, positioning our participants and their clients for confidence and success.

Panibagong episode ng BARA-BARA, ang special LL x FlipTop Battle League series– at ang kasama natin, isa sa pinaka-malupit na battle emcee– freestyle man o written– ang Champion ng Process of Illummination 4, Champion ng Dos Por Dos Tournament noong 2017, at ang 2020 Isabuhay Champion, ang natatanging battle rapper na nakagawa nito; siya rin ang founder at president ng Motus Battle League– tubong-Pasig na ngayon ay taga-Cavite, M Zhayt! BOOM! Dalawa't kalahating oras ng kwentuhan at deep dive sa kanyang karasanan sa hip hop-- sa pagiging baguhang battle rapper sa Barangay at Customer Service Representative sa isang BPO Company, sa mga hugot sa payak na pinanggalingan na nagsisilbing gasolina nyang makipaglaban at magtagumpay sa battle at sa buhay, sa pangungulit kay Anygma na sinasagot lang sya ng "Pucha," sa kwento sa likod ng alter ego nyang si "Eveready," sa simulain, mga pagsubok, at naaabot ng Motus Battle League, at sa mga pangunahin nyang katangian na nagdadala sa kanya sa mga panalo sa entablado at tagumpay sa buhay. TIME!!! Pakinggang ang buong episode sa Spotify, o panoorin sa YouTube ng Linya-Linya. Listen up, yo!

Sponsored by Halco Lighting Technologies, where they strive to be your 1st choice as a lighting technology partner. Highlights today include: Signify Reports Sales Decline of 6.8% in 3Q, Zero Lighting Seeks New Distributor, Celebrating Claudio Ramos and Victor Palacio as IALD Fellows, Award-Winning Touro University Lighting Design, New Life for an Old Warhorse, Customer Service Representative with BASO.

Highlights today include: Protector of the Night Sky: David L Crawford, Mark Lien to Speak at SEEEI Virtual Summit, Vinod Pillai, Design Director of Studio Lumen, Announced as a Product Judge for the 2025 Light Middle East Awards, Customer Service Representative with Ledrabrands.

The Worst and Most Amusing Customer Service Representative Ever

Ruggles and Representative Swanson discuss ongoing scams and offer tips to not fall victim to those scams on the WRAM Morning Show.

As we approach the opening months of summer, the effort to save on utility bills is a peak priority. An increase in demand on the electric grid is usually passed on to customers. Christina Gilmore (Sr. Customer Service Representative) and Jamie McLamb (Customer Service Representative) joined us to share some tips to keep cool, reduce costs, and avoid higher bills during the summer months.

TAR Syndrome and Limb Difference Filomena Tripp was born in 1955 in Sao Miguel, Azores. She lives in New Bedford, MA with her husband James. She is an Independent Living Specialist and has enjoyed a career working with people with disabilities.  Filomena has spoken at numerous conferences and rallies in North America and parts of Europe. She received awards from The Massachusetts Rehabilitation Commision (MRC) and Southeast Center for Independent Living (SCIL).Filomena's mission is to show others how possible it is to live the life of their dreams. https://filomenatripp.com/ Martariesa Logue Martariesa epitomizes dedication, conscientiousness, and an unwavering drive, earning acclaim for surpassing expectations. Praised by mentors, she excels in proactive problem-solving and attentive listening. Her educational path, a fusion of online and traditional learning, led to a Paralegal Studies BS from Liberty University. Transitioning from student to educator at Eastern Gateway Community College, she now serves as Assistant Director for the Virtual Learning Academy. Alongside family life, marked by her 2023 marriage and cherishing moments with her daughter and two Beagle pups, she actively engages with Impact Church and the Sycamore Youth & Community Center, showcasing a deep commitment to community service beyond her corporate role. Marla Hamann (Mom to Emma) Marla Hamann is wife to Roy, a daughter, and mother to three beautiful children, Deion, Noe, and her precious TARS Warrior Princess, Emma Layne. She is a stay-at-home mom to help Emma with everyday life and works to grow their non-profit organization, TARS Awareness Texas. TAT is a 501 (c)3 organization that supports individuals and families impacted by TARS. All proceeds from the sale of the Emma's Adventure Series of books go directly to TAT.  Chevi Price is a mental health/disabilities advocate and speaker who teaches others to take care of themselves and that they're worthy through having TAR. So many question their worth every day, especially when they're in school. Chevi is featured in Emma's Adventures and Born Abel books and is committed to bringing awareness to TAR Syndrome Ashlee Therrel is Mom to Avery Therrel (3 years old). She lives in Hiawassee GA with her family of five. While her adulthood has always been spent serving others, she finds herself advocating alongside her husband for their son Avery. She has a heart of passion and really brings a lot to the table when it comes to serving those she loves. Through multiple testing, they were able to become more familiar with TARS prior to the delivery of their son. Gaining time and knowledge with the medical teams together before his arrival was a huge succession when transforming into a TARS family. Avery leads a life full of abundant courage, independence, love and kindness. His motto is to NEVER GIVE UP.  Tori Smith is 24 years old and lives in Grand Junction Colorado. She has TAR Syndrome which causes her to have short arms, and easy bleeding. All this means is Tori looks different than others and has to be careful of what she does. Sometimes she uses a wheelchair as she has other problems with her legs but that doesn't stop her! She's very happy with who she is and what her abilities are. When Tori was 18, she won a gold medal at The 2018 Special Olympics USA Summer Games for the 100 meter freestyle. She loves to swim and has her sights set on paralympic medals next! Tori is involved with her local ARC Chapter, as secretary on the board. She's looking forward to vlogging her experience of living with TAR syndrome. Jylan Ross  was born with TAR syndrome. He was missing the radius bone, had a collapsed trachea, and a dislocated left hip characteristic of TARS. Doctors at Shriner's Hospital for Children in Lexington were able to straighten Jylan's hands, helping him to do everyday activities. Jylan, because of bullying at the age of 8, was on the verge of committing suicide, but God had a purpose for his life. He founded TAR SYNDROME AWARENESS MOVEMENT  in Kentucky, and April is now Nationally recognized as  TAR Syndrome Awareness Month. He also created “TAR Syndrome Association”.  Katie Blair, at 36, is in the vibrant chapter of life, surrounded by her two daughters' boundless imagination and energy. She navigates life with long-arm TAR, which teaches her resilience and the beauty of difference. Once a nurse aide, her path has led her to serve others as a Customer Service Representative for Medicaid, blending her love for helping with her professional skills. Katie's entrepreneurial spirit expresses beauty as an independent Mary Kay Consultant. Creativity flows through her veins, and she enjoys fishing, cooking, and coloring. Her faith guides her as a steadfast follower of Jesus and a proud daughter of God. Her spirituality is the compass by which she navigates life, always seeking her path and purpose. Inspired by the past and excited for the future. Katie explores the intersections of life, faith, and creativity daily.  Video Version: https://www.youtube.com/live/jdIgcwhwS0k?si=YJWupfnJ3g96FWcs Call in with a comment or Chat with Teresa during Live Show with Video Stream: Call 646-558-8656 ID: 8836953587 press #.  To Ask a Question press *9 to raise your hand. or write a question on YouTube during Show Learn more about Teresa here: https://www.webebookspublishing.com    http://authenticendeavorspublishing.com/

Ever wondered how an electrician can spark a million-dollar launch year? You're in luck because today, we crack open the toolbox with Dan Totten to uncover his electrifying journey of business growth and the strategies that powered his success. From the loop method that keeps customers coming back to the organic marketing tactics that charged up his local reputation, Dan's narrative will ignite your entrepreneurial spirit and amp up your own business blueprints.Take a seat at our roundtable of innovation as we discuss the transformative power of networking and quality craftsmanship. Dan's story highlights the importance of forging strong connections with other business owners and the profound impact of creating a reliable referral ecosystem. We take you through the game-changing approach of using social media and local Facebook groups to supercharge your reach and build a supportive community. Plus, discover how surrounding yourself with go-getters can spark a cycle of improvement in every aspect of your life.Strap on your hard hat as we venture into the nuts and bolts of strategic delegation and role evolution in a growing business. Learn how stepping away from the workbench to focus on big-picture planning can lead to exponential growth, and why hiring a Customer Service Representative could be your next brilliant move. We illuminate the top three factors that fused together for a successful year, and share insights on how sales strategies and team reward systems can brighten up your business's future. Join us and let Dan Totten help you switch on the high-beam path to a prosperous year in the service industry.Join us LIVE 5 days a week on the Facebook Community page:https://www.facebook.com/groups/electricpreneursecretsAnd see us and our stories and wins at:https://www.servicebyelectricians.com

Brooke Johnson is a dedicated Customer Service Representative at McMahon's Best-One Tire. With a prior background in the food industry which spanned a decade, Brooke brings a refreshing perspective to her role, marked by honesty and a strong work ethic. Despite her initial unfamiliarity with the tire industry, Brooke's commitment to learning and serving customers has made her an invaluable asset over her three-year tenure. In this episode… Is it necessary to be a lifelong “car person” in order to provide outstanding customer service in the tire and auto repair industry? Is it possible for a novice with a strong work ethic to learn about tires through experience? Brooke Johnson's journey exemplifies resilience and adaptability in the face of career change. Transitioning from the demanding food industry to McMahon's Best-One Tire, Brooke was undeterred, committed to personal growth and connecting with customers. Through proactive initiatives like digital vehicle inspections, Brooke ensures transparency and trust with customers, empowering them to make informed decisions about their vehicle maintenance. On this episode of Gain Traction, Mike Edge welcomes Brooke to reflect on her journey from novice to proficient in tire sales. They explore her honest interview, which has led to a fulfilling role at McMahon's. Brooke reflects on similarities between industries and her skills that recently led to her promotion to store manager, as well as McMahon's proactive approach to customer service and supportive workplace culture. Here's a glimpse of what you'll learn:  How Brooke Johnson began her tire industry journey Commonalities in customer service across different sectors Brooke's favorite aspect of her job at McMahon's How McMahon's digital vehicle inspection ensures transparency and trust with customers Becoming proficient in selling tires despite initially knowing very little Brooke discusses the skills that led to her recent promotion to store manager Resources mentioned in this episode: McMahon's Best-One Tire Olivia Newton-John Mike Edge on LinkedIn Tread Partners Sponsor for this episode... This episode is brought to you by Tread Partners.  At Tread Partners, we provide digital marketing for multi-location tire dealers and auto repair shops.  By using our strategy, branding, and marketing services, we help shops sell more tires and put more cars in bays. We've helped companies like Action Gator Tire, Colony Tire and Service, and Ulmer's Auto Care Center bring extreme growth in paid leads, ROI, and searches.  So, what are you waiting for? Visit www.treadpartners.com or email info@treadpartners.com to learn more.

Heather Langdon is a Customer Service Representative at Gerald's Tires & Brakes. Heather's journey into the tire business began when she applied for a position at Gerald's to help her husband buy a motor for his trucking company, soon becoming an integral part of the customer service team. Born and raised in Charleston, Heather brings a deep understanding of her community's needs and values, striving to provide not just customer service, but an exceptional experience for every guest.  Cristol Duke is a Customer Service Representative at Gerald's Tires & Brakes. Having traded the tranquility of cornfields for the vibrant energy of Charleston over two decades ago, Cristol brings warmth and empathy to her role every day. She understands the importance of creating a welcoming atmosphere, especially when customers arrive with concerns or frustrations, and is committed to seeing beyond problems to provide genuine care and support. In this episode… Anyone who takes a job doing customer service quickly learns it can be challenging. How can tire and auto repair shops ensure that customers are treated well without draining the enthusiasm of their team members? At Gerald's Tires & Brakes, customer service isn't just a job — it's a philosophy deeply ingrained in the company's culture. Cristol Duke and Heather Langdon understand the pivotal role they play as the faces of the company, recognizing that customers often arrive with frustrations and concerns, not directed at them personally, but at the situations they face. By putting themselves in the customers' shoes, they aim to smooth over issues and extend a warm welcome to everyone who walks through the door. On this episode of Gain Traction, Mike Edge chats with Cristol and Heather about the art of customer service. They delve into the importance of empathy, highlighting how understanding customers' frustrations can turn negative experiences into positive ones. The conversation also touches on the unique morning ritual of cheering for arriving customers and the team's commitment to going above and beyond with small gestures. They also discuss integrating active listening to enhance the customer experience. Here's a glimpse of what you'll learn:  Cristol Duke describes frontline staff as the source of customers' initial impressions Heather Langdon emphasizes to new hires that guests need to feel valuable and important How distributing roses and providing entertainment for kids can enhance the customer experience Heather discusses her involvement in various aspects of operations at Gerald's, from training to scheduling Cristol says her role extends beyond customer service to include tasks like shop maintenance and coordination How Heather's “kill them with kindness” philosophy acts as guiding principle for handling difficult situations" The importance of actively listening to customers  Why personal connections contribute to job satisfaction and loyalty Resources mentioned in this episode: Gerald's Tires & Brakes Gerald's Tires & Brakes on Facebook Clay Watts on LinkedIn Mike Edge on LinkedIn Tread Partners Sponsor for this episode... This episode is brought to you by Tread Partners.  At Tread Partners, we provide digital marketing for multi-location tire dealers and auto repair shops.  By using our strategy, branding, and marketing services, we help shops sell more tires and put more cars in bays. We've helped companies like Action Gator Tire, Colony Tire and Service, and Ulmer's Auto Care Center bring extreme growth in paid leads, ROI, and searches.  So, what are you waiting for? Visit www.treadpartners.com or email info@treadpartners.com to learn more.

After being hired as a personal assistant and customer service rep for infomercial salesman Vince Shlomi, Jennifer Kosinski endures stalking, harassment and abuse before being fired for allegedly talking to another man. Subscribe on your favorite podcasting apps: https://talkmurder.com/subscribeSupport us on patreon: https://patreon.com/talkmurderSee our technology: https://talkmurder.com/gearContent warning: the true crime stories discussed on this podcast can involve graphic and disturbing subject matter. Listener discretion is strongly advised.Fair use disclaimer: some materials used in this work are included under the fair use doctrine for educational purposes. Any copyrighted materials are owned by their respective copyright holders. Questions regarding use of copyrighted materials may be directed to legal [@] Talkocast.com

A new year brings the opportunity to create new routines. Marcus McLaurin, Customer Service Supervisor and Tiffany Barton, Customer Service Representative joined us to share some resource reminders and conservation advice that can help customers save throughout the year. We're kicking off the 1st edition of 2024 discussing ways our customers can conserve on their utility usage as well as save time and money.

Welcome to Breaking Down Boxes. We have compelling conversations with entrepreneurs in the packaging space. In this episode we talk with Cassi Malone, Director of Customer Experience, Corrugated Supplies Company and Josh Sobel, Account Manager, Jamestown Container Companies.Both having served as AICC Emerging Leader (EL) Delegates, the volunteer leaders of the Program, Josh and Cassi can offer a different perspective on leadership, the industry, and how to motivate younger employees. They share their EL experiences as well as their industry origin stories. Sobel, an EL graduate, discusses how the EL Program has grown, what it is like to leave a family company, and trying to find his own path. Malone, a current EL, found her way into the industry by taking a leap after a chance encounter. About CassiCassi Malone, Director of Customer Experience, Corrugated Supplies CompanyCassi Malone is the Director of Customer Experience for Corrugated Supplies Company (CSC). Initially starting as a Customer Service Representative within the company 10 years ago, she has worked hard to learn as much about CSC, their customers, and the industry as possible. In her current role, Cassi oversees the service and planning operations for CSC's 9 sheet feeder operations across the country. She has a passion for learning and teaching, and is always looking to absorb as much knowledge as she can from those around her. Her passion for learning led her to AICC's Emerging Leaders group 7 years ago, where she became a member and started to immerse herself in the paper and packaging industry with other young professionals. As she came to know and love the program, she eventually took on the role as an Emerging Leaders Delegate from 2019-2022 on the AICC Board of Directors so she could help shape the program for future ELs. Cassi graduated with an MBA from Robert Morris University in 2011, and she also continued to serve as an adjunct faculty member for over 6 years at her alma mater. Cassi is a firm believer in mentorship, communication, and building relationships. Her goal is to help others find their way, just like so many have and continue to support her along the way. Outside of work, Cassi can be found in her most favorite role of all – Mom, as her and her husband try to keep up with their two sassy, energetic little girls! About JoshJosh Sobel, Account Manager, Jamestown Container CompaniesAfter graduating from The Ohio State University in 2003 with a degree in Political Science Josh decided to return home to join his grandfather's box business, Sobel Corrugated Containers, as a customer service representative. Throughout his 10 years with the company he worked in multiple roles for the business including plant scheduling, sales, and VP of sales. In 2012 he joined Jamestown Container's Macedonia division as an account manager, and has worked in that role since.He has been on the AICC board of directors two separate times, first as an Emerging Leaders delegate and currently as the Great Lakes Regional Director.ResourcesAICC Emerging LeadersNew episodes drop the first Monday of every month. Remember to rate, review, and subscribe!This podcast is brought to you by AICC, The Independent Packaging Association. Learn more at www.AICCbox.org. When you invest and engage, AICC delivers success. Breaking Down Boxes is sponsored by Ox Box, offering strength you can depend on.

Before leaving town for vacation -- listen to this episode! We usually to take a moment to make sure the house is well secured, our pets are taken care of, and someone will be able to check the mail. But when planning to leave for a summer getaway do not forget to take some small steps to save money and conserve on your utilities at home. Michelle Shaver, Customer Programs Specialist and Gabrielle Shaw, Customer Service Representative joined us in "The Bucket" to discuss some helpful ways to cut costs on electric and water usage. Hear how "vacation mode" applies to those traveling and your home thermostat and/or electric water heater.

You probably know the name Craig Newmark. You probably know his name as the founder of Craigslist, a web pioneer, a philanthropist, and—depending on your line of work—a staunch advocate on behalf of trustworthy journalism. (Learn more about that in our conversation on the Mission Forward podcast.) But there's one equally important part of his bio you may not know: Customer Service Representative.This week's essay comes from the Finding The Words column, a series published every Wednesday that delivers a dose of communication insights direct to your inbox. If you like what you read, we hope you'll subscribe to ensure you receive this each week. (00:00) - Welcome to Mission Forward (00:48) - Can I Trust You?

Want to become more heart-centered? We invite you to join us on Deb's Dailies (daily blog and newsletter), a daily reflection on living and loving life as a heart-centered leader.Beverly Hathorn is a Certified Project Manager and HR professional with over 25 years of experience managing and developing teams.Beverly began her career with AT&T as a Customer Service Representative. Upon promotion to first-level Manager, she led a team of representatives and owned the customer satisfaction process for her organization.  Later, she was charged with leading Business Process Outsourcing where she designed and delivered process, product, and Customer Satisfaction Training. During her last few years with the company, she served as Labor Relations Manager, owning the administration of the Grievance Process and back-office work for the Bargaining Agreement. Currently, as the owner of Strategic HR Consultants and Professional Speaker, she works to help Contact Centers build efficient and effective, high-performing teams.  Her primary packages are:* Solutions to Increase Employee Engagement * Creating a Customer-First Culture to Improve Customer Satisfaction and Loyalty* Performance Improvement for Customer Service Teams. Beverly has 3 Keynote Speeches:* Leading the Introvert to Excellence * Teambuilding Cultures * Delivering Unparalleled Customer ServiceBeverly lives in Lithonia, Georgia (outside Atlanta) with her husband and family. She enjoys gardening, long walks, traveling, and quality time with her family.Connect with Beverly at:* https://www.linkedin.com/in/beverlyhathorn/* https://twitter.com/strategiccare1* https://www.instagram.com/strategichrconsultants/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit debcrowe.substack.com

Jessica Johnson joins host Jason and Travis to talk about our driving teammates deliver success to our customers. Jason shares that Jessica was his fleet manager years ago in our curtainside division. Jessica now works in our flatbed division, focusing on the Chicago market.   Roehl Transport is one of North America's safest and most successful trucking companies. Grow with us - we are hiring for driving jobs (find truck driving jobs near you) and careers that support our driving teammates!Learn more about Roehl Transport and how having a CEO who is also a driver impacts our driving teammates through profit sharing, address-to-address practical route mileage and our Dynamic Pay Plans that better compensate a driver for his or her time. 

Ryan and Tamara sit down once again with friend of the show Brian Buckalew, Vice President of Business Development for Majestic Steel USA for a discussion on data and market predictions from the steel industry.  Learn what Brian thinks the market will do in the second half of 2023, what a should-cost model is, what to expect from prices going forward, and more.Brian Buckalew has been in the steel industry since 1991, working his entire career at Majestic Steel USA.  He began as a Customer Service Representative and moved into sales in 2000, and was a Commercial Director of OEM Sales from 2015-2018.  Brian is now the VP of Business Development with Majestic with a focus on steel supply chain augmentationsMajestic Steel USA - https://majesticsteel.comFind Ryan at:https://garagedooru.comhttps://aaronoverheaddoors.comhttps://suchnsuchmedia.com Check out our sponsors!Sommer USA - http://sommer-usa.comSurewinder - https://surewinder.com --- Send in a voice message: https://podcasters.spotify.com/pod/show/torsion-talk/message

Most service business owners pour their time and energy into the product and service they're offering, and treat customer service as an afterthought. While this might make sense, this is also a critical mistake that can prevent your service business from growing to a level where it should be. You can have the best tradespeople on your team, and still lag behind your competitors due to a lackluster customer experience.    In this episode of the Service Business Mastery podcast, your host Tersh Blisset talks to Zac Garside, the CEO of Power Selling Pros. Zac reveals the benefits of boosting your customer experience and digs deep into the details by talking about booking rates, average talk times, and more.    But above all the metrics that he mentions, Zac emphasizes the value of empowering your customer service representatives to be the voice of your company and understanding the fundamentals of great customer service over sales tactics.    Zac also gives us a crash course on the best way to lead a remote team. Hint: you need to be objective in holding your team accountable and find ways to monitor their work without having to know what they're doing every minute of the working day.  In this episode, we discuss: Why CSRs need to be the voice of your company  The role that your CSRs play in revenue generation  What metrics to track for your CSR operation Strategies for managing a remote team  Check out these resources we mentioned during the podcast: This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), and UpFrog (visit their website). Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group Meet the Hosts: Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small town market. He's dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on LinkedIn. Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager and Director of Marketing. He's also the Founder of Relentless Digital, where their focus is dominating your local market online. Connect with him on LinkedIn.   Meet the Guest: Zac Garside is the CEO of Power Selling Pros. They train customer service representatives to book more calls, increase booking rates, and be the voice of their companies.  Connect with Zac on LinkedIn: https://www.linkedin.com/in/zacgarside/ Check out their website: https://powersellingpros.com/ Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our website.   Listening on a desktop & can't see the links? Just search for Service Business Mastery in your favorite podcast player.  

Maximizing Innovation Through Customer Feedback: The Key to Success -Sasha Gainullin - CEO @ battleface [Customer Expectations]In the spring of 1999 for 4 months, you were a Customer Service Representative. What did you learn and what have you taken with you over the next 23 years?How is CS the essence of battleface? Once you stop listening to the customer, then you can't stop innovating.What does it mean to have a battleface?I read a Forbes article where you talk about how outdated the travel insurance industry has become. How was it outdated and how is battleface different?What does it mean to be a humanity-focused travel insurance company?How do you listen to customers at battleface?ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

In December, the House Oversight and Reform Committee released a final report from their investigation into allegations of sexual assault committed by Washington Commanders team owner Dan Snyder. In this episode, you will hear the testimony and discover what the NFL did - or didn't do - to punish the people who sexually harassed their employees. You will also learn that in the process of researching this episode, the Congressional Dish team discovered that the hearings related to this investigation, among others, have recently vanished from the committee archives, raising questions about how that happened and what needs to be done to prevent our sources from being disappeared. Please Support Congressional Dish – Quick Links Contribute monthly or a lump sum via PayPal Support Congressional Dish via Patreon (donations per episode) Send Zelle payments to: Donation@congressionaldish.com Send Venmo payments to: @Jennifer-Briney Send Cash App payments to: $CongressionalDish or Donation@congressionaldish.com Use your bank's online bill pay function to mail contributions to: 5753 Hwy 85 North, Number 4576, Crestview, FL 32536. Please make checks payable to Congressional Dish Thank you for supporting truly independent media! View the shownotes on our website at https://congressionaldish.com/cd268-disappearing-oversight-the-nfl-sexual-misconduct-investigation Background Sources Recommended Congressional Dish Episodes CD262: Inside C-SPAN with Howard Mortman CD256: Poisonous Pet Collars CD234: AWOL Recall: The Rock and Play Sleeper Washington Commanders-Dan Snyder Background “To Native American groups, Redskins name is ‘worst offender.' Now they hope for more changes.” Adam Kilgore and Roman Stubbs. Jul 9, 2020. The Washington Post. “‘Bethesda man to make bid for Redskins': How Daniel Snyder became an NFL owner.” Scott Allen. May 24, 2019. The Washington Post. Full House Committee on Oversight and Reform Report “Read the Full Report on the Washington Commanders” Dec 8, 2022. The New York Times. NFL Investigation “The NFL's investigation was just like Daniel Snyder's workplace culture: Rotten.” Sally Jenkins. Jul 1, 2021. The Washington Post. “NFL announces outcome of Washington Football Team workplace review.” Jul 1, 2021. NFL. Dan Snyder Misconduct “Daniel Snyder pledged support for the NFL's investigation. His actions tell a different story.” Will Hobson and Liz Clarke. Dec 14, 2021. The Washington Post. “NFL fines Washington Football Team $10 million; Tanya Snyder to run operations for now.” Will Hobson et al. Jul 2, 2021. The Washington Post. “Tanya Snyder, wife of owner Daniel Snyder, named co-CEO of Washington Football Team.” Nicki Jhabvala and Mark Maske. Jun 29, 2021. The Washington Post. “Washington Football Team settled sexual misconduct claim against Daniel Snyder for $1.6 million.” Will Hobson et al. Dec 22, 2020. The Washington Post. “Lewd cheerleader videos, sexist rules: Ex-employees decry Washington's NFL team workplace.” Will Hobson et al. Aug 26, 2020. The Washington Post. “From Dream Job to Nightmare.” Will Hobson and Liz Clarke. Jul 16, 2020. The Washington Post. Dan Snyder Money “How did Daniel Snyder make his money? Net worth & more to know about Commanders owner's businesses.” Edward Sutelan. Nov 14, 2022. The Sporting News. “Average Net Worth by Age: How Do You Compare?” Lauren Schwahn. Dec 2, 2022. Nerd Wallet. Dave Portnoy Superbowl Arrest “Barstool's Dave Portnoy physically carried out of Super Bowl 53 (Video).” Danny Small. Feb 4, 2019. Elite Sports NY. NFL Ownership and Potential Commanders Sale “Dan Snyder Reportedly Holding Out for $7B Bid for Commanders amid Sale Rumors.” Scott Polacek. Feb 8, 2023. Bleacher Report. “Is Dan Snyder selling the Commanders? What to know as Washington owner explores 'potential transactions.'” Joe Rivera. Nov 2, 2022. The Sporting News. “List of NFL franchise owners.” Wikipedia. Past Congressional Oversight of Sporting Organizations “Congress wants WWE's info on steroids, doping.” Associated Press. Jul 28, 2007. MSNBC via the Wayback Machine. “Steroid Use in Baseball: Players.” House Government Reform and Oversight Committee (109th Congress). March 17, 2005. C-SPAN. NFL Nonprofit Status and Lobbying “Professional Football Leagues.” IRS. “National Football League: Summary.” Open Secrets. “NFL reportedly generated record-setting $11 billion in national revenue last season.” Matt Johnson. Jul 15, 2022. Sportsnaut. House Control “The Democrats Lost the House by Just 6,675 Votes. What Went Wrong?” Walter Shapiro. Feb 9, 2023. The New Republic. Laws H.R. 4445: Ending Forced Arbitration of Sexual Assault and Sexual Harassment Act of 2021 Bills H.R. 8146: Accountability for Workplace Misconduct Act H.R. 8145: Professional Images Protection Act Hearings NFL Commissioner Testifies on Washington Commanders Workplace Culture June 22, 2022 House Oversight and Reform Committee Witness: Rodger Goodell:, Commissioner, National Football League Clips 3:05 Rep. Carolyn Maloney (D-NY): We also invited Daniel Snyder to testify today, but rather than show up and take responsibility for his actions, he chose to skip town. Apparently Mr. Snyder is in France, where he has docked his luxury yacht near a resort town. 3:45 Rep. Carolyn Maloney (D-NY): According to top executives, he fired women, but not men, who engaged in relationships with other employees while defending male executives accused of sexual harassment. And he kept employees from speaking out through a culture of fear. As one longtime employee described Mr. Snyder's tactics: "If you don't obey, intimidate. If you still don't obey, terminate." Finally, the employee added, "If that didn't work, buy them off." The Committee has also uncovered evidence that Mr. Snyder conducted a shadow investigation to target his accusers, pin the blame on others, and influence the NFL's own internal review. He filed phony lawsuits to collect private phone records, emails, and text messages. 7:10 Rep. Carolyn Maloney (D-NY): Our first bill, the Accountability for Workplace Misconduct Act, will require employers to conduct thorough investigations and share the outcome with victims, and it will prohibit employers from using Non-disclosure Agreements to conceal workplace misconduct -- one of Dan Snyder's favorite tactics. Our second bill is the Professional Images Protection Act. Our investigation confirmed that the Commanders secretly created lewd videos of cheerleaders for the private enjoyment of Dan Snyder. That is despicable and our bill will create notice and consent requirements for employers who use their employees' professional images. 23:10 Rodger Goodell: Hi I'm Roger Goodell commissioner of the National Football League and I'm here today to discuss the NFL's efforts to promote safe and respectful workplaces, including at the Washington Commanders. 23:25 Rodger Goodell: The Commanders are one of 32 NFL clubs, each of which is managed by its ownership and executives and have their own workplaces and policies. Two years ago, the Commanders asked me to recommend independent counsel to address workplace issues and recommend changes to improve the workplace culture. We identified several candidates and the club selected Beth Wilkinson, a distinguished former Federal Prosecutor. Approximately six weeks later, the club asked my office to assume oversight of the Wilkinson firm's work. The Wilkinson firm conducted a comprehensive review of the workplace at the club, interviewing more than 150 witnesses. As a result, we gained a clearer understanding of what the workplace had been at the Commanders, how it had begun to change, and what further steps were needed to support our ultimate goal of transforming that workplace to one that is safe and productive for all of its employees. 25:05 Rodger Goodell: It is clear to me that the workplace in Washington was unprofessional and unacceptable in numerous respects: bullying, widespread disrespect toward colleagues, use of demeaning language, public embarrassment and harassment. Moreover, for a prolonged period of time, the Commanders had a woefully deficient HR function, particularly with respect to reporting practices and record keeping. As a result, we imposed unprecedented discipline on the club, monetary penalties of well over $10 million, and requirements that the club implement a series of recommendations and allow an outside firm to conduct regular reviews of their workplace. In addition, for the past year, Daniel Snyder has not attended league or committee meetings, and to the best of my knowledge has not been involved in day to day operations at the Commanders. The cheerleader program has been entirely revamped and it's now a co-ed dance team under new leadership. And the most recent independent workplace report, which we have shared with the Committee, confirms that an entirely new, highly skilled and diverse management team is in place, and that there has been, "substantial transformation of the team's culture, leadership and human resources practices." 26:35 Rodger Goodell: We did not receive a written report of Miss Wilkinson's findings for compelling reasons that continue to this day. A critical element of any workplace review is broad participation by both current and former employees. Encouraging employees to come forward and share their experiences, which were frequently painful and emotional, was essential to identifying both the organization's failures and how to fix them. To encourage this participation, Ms. Wilkinson promised confidentiality to any current or former employee. For this reason, shortly after we assumed oversight of Miss Wilkinson's work, we determined that a comprehensive oral briefing was best to allow us to receive the information necessary both to evaluate the workplace as it was, and to ensure that the team put in place the policies and processes to reform that workplace, all while preserving the confidentiality of those who participated in the investigation. 28:35 Rodger Goodell: When the committee has asked questions or requested documents which could violate witness privacy, we have asserted privilege. We will continue to do so to safeguard our commitment. 28:45 Rodger Goodell:: Earlier this year, the committee heard testimony from several former employees that included new and direct allegations against Mr. Snyder. We properly engaged former U.S. Attorney Mary Jo White to investigate those allegations. Because those new allegations were brought to the committee in a public setting, we will share the results of that investigation when it's completed and will take additional disciplinary action if warranted. 29:50 Rodger Goodell: Finally, I want to address the Committee's review of Non-disclosure Agreements. Our policies do not allow a club to use an NDA to bar someone from participating in a league investigation, and nobody who wished to speak to the Wilkinson firm was prevented from doing so by an NDA. 36:45 Rep. Carolyn Maloney (D-NY): Mr. Snyder has not been held accountable. His refusal to testify sends a clear message that he is more concerned about protecting himself than coming clean with the American people. If the NFL is unwilling or unable to hold Mr. Snyder accountable, then I am prepared to do so. That is why I am announcing now my intent to issue a subpoena for the testimony of Mr. Snyder for a deposition next week. The committee will not be deterred in its investigation to uncover the truth of workplace misconduct at the Washington Commaders. 38:20 Rodger Goodell: While I have the microphone I'd also like to say, respectfully, that Dan Snyder has been held accountable. As I mentioned in the opening, he faced unprecedented discipline, including financial fines, being removed and away from the team at his request for a period of time up to the year now already, and secondly, and more importantly, transformation of that organization that is going on in the last year, which is really important. 42:25 Rep. Virginia Foxx (R-NC): This committee has no jurisdiction over private entities. Our jurisdiction is on government entities. 1:10:40 Rep. Raja Krishnamoorthi (D-IL): Now, sir, you had mentioned that the reason for the press release as opposed to a detailed finding, as you had in the other cases was because of privacy concerns. Isn't that right? Rodger Goodell: That was one of the issues. Yes. Rep. Raja Krishnamoorthi (D-IL): However, I have this 148 Page Miami Dolphins harassment report that you did where you have redacted the names of various individuals out of privacy concerns. And so it is possible to release a detailed report and at the same time protect people's privacy, yet you chose not to do so in this particular case with the Commanders. Rep. Glenn Grothman (R-WI): Study after study shows there is not systemic racism in our police departments. There is a narrative out there, for example, who to this day mislead the public as to what happened in Ferguson. The Black Lives Matter movement fanned the flames out there even though Barack Obama's own Justice Department found that shooting was justified and you have kind of piled on with the narrative that we have a fundamental problem. Rep. Jackie Speier (D-CA): So non disclosure agreements by each of your various teams are not being used. Is that what you're saying? Rodger Goodell: No, I'm not saying that at all. Rep. Carolyn Maloney (D-NY): The gentlelady's time has expired. The gentleman may answer her question. Rodger Goodell: I'm not saying that. State by state...our teams operate in different states that have different laws. So the federal legislation is something that we're willing to work with the Committee on it. Washington Football Team Work Environment February 3, 2022 House Oversight and Reform Committee Witnesses: Emily Applegate, Former Marketing Coordinator, Washington Commanders Brad Baker, Former Manager and Producer of Video, Washington Commanders Melanie Coburn, Former Director of Marketing, Cheerleaders, Washington Commanders Rachel Engelson, Former Director of Marketing and Client Relations, Washington Commanders Tiffani Johnston, Former Manager of Marketing, Washington Commanders Ana Nunez, Former Coordinator of Business Development, Washington Commanders Clips 9:45 Rep. James Comer (R-KY): Instead of adhering to our committee's mission to root out waste, fraud, and abuse and mismanagement in the federal government, Democrats instead are holding a roundtable about the work culture in one single private organization. 10:00 Rep. James Comer (R-KY): Make no mistake, no one should face harassment at work and bad actors must be held accountable. But it's unclear why examining harassment that took place a decade ago in one private workplace warrants oversight from this committee. This issue is best handled by human resources and the courts, not Congress. 10:25 Rep. James Comer (R-KY): Further, because of the bravery of the women testifying before us today, the culture of the franchise has completely turned around. And I want to thank the ladies for being here today. After the NFL investigation into the football team last year, Commissioner Roger Goodell levied the highest fine on an owner in the history of the sport, and suspended the owner from team's operations indefinitely. In addition, the commissioner made a series of recommendations to the team to improve its culture. This week, an independent audit confirmed those recommendations are working. Madam Chair, I'd like to submit the audit for the record. 11:30 Rep. James Comer (R-KY): Because of the Commissioner's leadership, bad actors have been held accountable and the culture at the football team has improved. So why are Democrats utilizing committee resources today to examine an issue that is on the path to resolution and is outside this committee's jurisdiction? 18:15 Rep. Carolyn Maloney (D-NY): Our first participant is Melanie Coburn who was a cheerleader for the Washington Football Team from 1997 to 2001 and was the director of Marketing and Marketing Coordinator from 2001 to 2011. 18:30 Rep. Carolyn Maloney (D-NY): Then we will hear from Tiffany Johnston, who was a cheerleader for the Washington football team from 2007 to 2008, and a Marketing Manager and Marketing and Events Coordinator for Club Level Tickets from 2002 to 2008. 18:50 Rep. Carolyn Maloney (D-NY): Next we will hear from Brad Baker, who was a Producer at the Washington football team from 2007 to 2008 and a Video Production Manager from 2008 to 2009. 19:05 Rep. Carolyn Maloney (D-NY): Next we will hear from Ana Nunez, who was a Coordinator of Business Development and Client Service and an Account Executive at the Washington football team from 2015 to 2019. 19:20 Rep. Carolyn Maloney (D-NY): Next, we will hear from Rachel Engelson, who started as an intern for the Washington football team in 2010 and then became a Customer Service Representative, a Manager of Premium Client Services, the Director of Marketing and Client Relations, and the Director of Client Services from 2011 to 2019. 19:40 Rep. Carolyn Maloney (D-NY): Finally, we will hear from Emily Applegate who was a Marketing Coordinator, Premium Client Services Coordinator, and Ticket Sales Representative at the Washington Football Team from 2014 to 2015. 21:00 Melanie Coburn: At cheerleader auditions one year, Dan Snyder ordered the director of the squad to parade the ladies onto the field while he and his friends gawked from a suite through binoculars. The women were directed to turn around slowly, as if they were cattle being examined for sale. One of the women cried on the sidelines because she didn't understand what was happening. 21:30 Melanie Coburn: Over the years, it became clear that Dan Snyder and his male executives were far too interested in the cheerleaders. Eventually, Dan himself had the final say of who made the team and who got months in the calendar. Unbelievably, he requested binders of photographs for auditions and the calendar so that he could choose who to cut based on looks, not talent. One year he cut 10 veterans who otherwise would have made the team based on their skill and experience, evidently because they weren't the prettiest in his opinion. It was known as the Tyson's massacre. 22:10 Melanie Coburn: During calendar production one year, a male Executive took unedited prints off the graphic designer's desk despite my warnings to protect them. One of these compromising full size photos was one of the team's most loyal employees, and my dear friend. She's sitting next to me today. I'm still haunted by this. And at the time, there was no HR department or any reporting mechanism for this abusive behavior. 23:05 Melanie Coburn: I felt compelled to come forward publicly when I read the second shocking [Washington] Post article that revealed two lewd videos of the cheerleaders that were secretly created. I was physically ill when I read that piece. "The Good Bits" videos produced at the behest of Dan Snyder were secretly made from footage taken at our calendar shoots. We trusted the production team to capture footage and keep it safe. Little did we know they were zooming in on private parts and keeping cameras rolling during costume changes. I've cried with the women in these videos as they explain the horror of seeing themselves in what is essentially a soft porn video soundtracked to Dan Snyder's favorite bands. These women remain traumatized. 24:35 Melanie Coburn: Dan Snyder rules by fear. We've seen Dan's vindictive wrath for years, such as when he nearly bankrupted the Washington City Paper for an unflattering article. He sent private investigators to the homes of a dozen former cheerleaders last year and I got calls from these terrified women who didn't understand why PIs were showing up on their doorsteps. He offered hush money to a group of us in exchange for our silence last February, but we declined. This was offensive, and certainly felt like intimidation and witness tampering to us. 26:10 Tiffani Johnston: Hi, my name is Tiffani Johnston. I appreciate you all for taking the time to hear about the constant workplace harassment that occurred at the Washington Football Team for over two decades. I personally experienced it multiple times during my eight year tenure as both a cheerleader and a marketing manager. 26:50 Ana Nunez: Hi, my name is Ana Nunez and I worked in sales for the Washington football team for almost four years. 28:20 Tiffani Johnston: I learned on one specific occasion that when I was asked by my boss to attend a networking event, and oh to dress cute, it was actually an orchestration by him and Dan Snyder to put me in a compromising sexual situation. I learned that placing me strategically by the owner at a work dinner after this networking event was not for me to discuss business, but to allow him, Dan Snyder, to place his hand on my thigh under the table. I learned how to discreetly remove a man's unwanted hand from my thigh at a crowded dinner table at a busy restaurant to avoid a scene. I learned that job survival meant I should continue my conversation with another coworker, rather than call out Dan Snyder right then in the moment. I also learned later that evening how to awkwardly laugh when Dan Snyder aggressively pushed me towards his limo with his hand on my lower back, encouraging me to ride with him to my car. I learned how to continue to say no, even though a situation was getting more awkward, uncomfortable and physical. I learned that the only reason Dan Snyder removed his hand from my back and stop pushing me towards his limo was because his attorney intervened and said "Dan, Dan, this is a bad idea. A very bad idea, Dan." I learned that I should remove myself from Dan's grip while his attorney was distracting him. I also learned at that moment during an unspoken conversation between my boss and I that my boss was not there to look out for me. He was there to listen to any directive his boss, Dan Snyder, had given to him, at my cost. The next day I learned, when I told a senior coworker about Dan Snyder's sexual advance, that I should "not repeat this story to anyone outside this office door." That was when I also learned there was no one to go to about Dan Snyder's advance, no path to record the incident. So I learned to move on. 30:15 Tiffani Johnston: In the last couple of years, I learned that Dan Snyder, via Senior Vice President, demanded my unedited, enlarged lingerie calendar photo be sent to his office. I learned that this demand was made urgently because they knew that the graphic artists was getting ready to Photoshop my personal areas before the edited proof went before all of the senior VPs and Dan Snyder for approval. 31:40 Brad Baker: My name is Brad Baker and I worked for the Washington Football Team from 2007 to 2009 in the Video Production Department. 32:40 Brad Baker: In the early summer of 2008, a normal production meeting with the video department was wrapping up when Larry Michael, then Executive Producer of Media and one of Snyder's top lieutenants, asked me and two other male producers to stay behind and shut the door. The female members of the department were dismissed. Larry Michael told us that the owner had a special project for us and needed us to edit together a video of the good bits from our cheerleader calendar video shoot. It wasn't hard to put two and two together. Larry Michael, one of Snyder's top confidants, has tasked us with producing a video for Schneider of sexually suggestive footage of cheerleaders, obviously unbeknownst to any of the women involved. One of the senior producers said he'd take care of it and later on, while passing through the editing suite, I saw several images on both the editing monitor and the monitor of our tape deck that featured the cheerleaders posing for their photoshoot, but it was like outtakes, and their breasts and pubic areas were exposed. It became crystal clear that my worst suspicions were true. The video department had been told to edit together lewd footage of the cheerleaders at the request of Dan Snyder. 34:30 Brad Baker: The NFL has refused to release the report of the Wilkinson investigation, even though myself and over 100 other employees were asked by the League to speak to the Wilkinson firm. We all participated because we thought the NFL wanted to know the truth. We believe that the toxic workplace culture and the serious harm it caused would finally become public and that the investigation would end with some kind of report. I mean, they were able to release a report that was 243 pages long...243 pages long...on the PSIs of footballs, the pounds per square inch of footballs. Surely, surely, women being sexually harassed and lewd outtakes videos of female employees created without their consent could muster up some kind of written report right 43:40 Rachel Engelson: I was only 24 and the man who sexually harassed me was old enough to be my father. And he also was considered the voice of the team in the public sphere. So to me, the power that he held in his position and his close personal relationship with Daniel Snyder was enough for me to reconsider anything. And at the time, I didn't know and realize that 55% of victims experienced retaliation after speaking up or making a claim. I still decided to tell my boss about my harasser's public comments about my appearance, his unwanted kisses on the cheek, and emails about special gifts he expected from me. When I told my boss, we agreed that nothing would happen if I reported it to the person who was supposedly running HR at that point. And so my boss called my harasser on the phone. Mind you, we were in two different locations. I was in Maryland and he was in Virginia, so this had to be done via phone call. I was in the room when my boss called him to tell him to leave me alone. And it's a memory I'll never forget, because I distinctly remember hearing my harasser yell through the phone, "what the fuck is she thinking?" and I just kind of muted everything after that. So fearing further harassment and retaliation, I took to hiding from him at public events. I strategically would place myself between colleagues so he couldn't get near me. And I just felt humiliated to have to hide in plain sight in front of all of my colleagues, my clients, and I was just so frustrated that I had to avoid company functions for fear that I would experience sexual harassment again. And most of all, it made me feel worthless. All the hard work I put into my work and the team and I was reduced to my appearance and not my value as an employee. The second time I decided to report harassment was with the arrival of a new executive team, similar to Ana, that was specifically hired to help change the business. I told them about the public comments about my appearance, the unwanted kisses on the cheek, the email, as well as the time at training camp, I was sexually assaulted by the same man that I had previously reported. Those executives were appalled at my treatment and had good intentions to affect change, but they were all fired within six months of reporting this. And after they were fired, and this was reportedly because the old guard at the Washington football team did not want change, I just felt like I had zero protection. I didn't want to go back to avoiding people, clients, events, and even my own job, to keep away from my harasser. So I resigned from my position without another job lined up so I wouldn't have to deal with this. 48:35 Emily Applegate: My name is Emily Applegate. I began working for the Washington Football Team exactly eight years ago as of tomorrow. While my time with the team was short, my experiences there have altered the structure of my entire life. 49:10 Emily Applegate: On a daily basis, I was sexually harassed by my direct boss, the Chief Marketing Officer of the team. Every day, I was forced into uncomfortable conversations about my body and about my appearance. I was told to wear tight outfits to events, so clients had something to look at. I was asked invasive questions about my dating life, specifically if I was interested in older men, because my boss was significantly older than me. I was told I wasn't allowed to wear flat shoes because he liked the way my body looked better when I was in high heels. My photograph was taken without my permission and passed to other executives throughout the team by my boss. 50:20 Emily Applegate: To address the most common question that I get, "why didn't you report to Human Resources?" I didn't report to Human Resources because Dan Snyder created a culture where this behavior was accepted and encouraged. 53:35 Rep. Carolyn Maloney (D-NY): July 1, 2021, the NFL issued a press release announcing the outcome of its investigation into the Washington football team stating and I quote, "none of the managers or executives identified as having engaged in this conduct is still employed at the club." 54:10 Rep. Carolyn Maloney (D-NY): Rep. Carolyn Maloney (D-NY): Is the NFL's statement that wrongdoers have been removed from the Washington Football Team accurate? Tiffani Johnston: Absolutely not. It all started from the top with Dan Snyder, every day, on every single issue. 55:05 Rep. Carolyn Maloney (D-NY): Miss Johnston, I received a letter dated today from Jason Friedman, a former Vice President who worked for the Washington football team for over 20 years, and here is the letter. He was apparently with you the night that Dan Snyder personally harassed you. And here's what he said. He has never told his story publicly before and I want to quote now from his letter. He says "I witnessed Dan Snyder grab the arm of my coworker, Tiffany Johnston, and attempt to pull her into his limousine. This took place over a dinner in Washington DC. I was shocked. Thankfully, Tiffany was able to quickly pull away." 57:35 Rep. Virginia Foxx (R-NC): The proper venue to explore these types of claims is in the courtroom, not before this committee. To my knowledge, there's no pending litigation regarding the events we've heard discussed today, nor does this committee have legislative jurisdiction over this issue. It concerns me that this committee is choosing to spend its limited time having this discussion on the NFL and second guessing decisions when there are multiple Biden-caused catastrophes that desperately need our attention and oversight. And the witnesses here have begged for us to do something and nothing is going to happen as a result of this committee. That's cruel to these people. 1:06:50 Rep. Ralph Norman (R-SC): What do you want us to do? What should Congress do? I can't legislate bad behavior to stop it. Just quickly, what would you do. 1:09:05 Emily Applegate: Thank you for asking this question, actually, because I think it's very important due to the fact that multiple members of the committee has now said that this is not the appropriate venue for us to be sharing the story and that we shouldn't be in the courtroom, things like that. You guys have the opportunity to take this issue on, pass legislation that would help other employees throughout the United States be able to report so they have that opportunity to be in the courtroom, and not only the opportunity to be in the courtroom, but then also to find some justice, because I think we can all agree that a lot of people go through the criminal justice system, and they never see any type of justice when it comes to sexual harassment or sexual assault. So until those two things are taken more seriously by Congress, then nothing is going to happen. But that's why we're here today to ask you to do your job and pass those legislation laws. 1:09:55 Rep. Raja Krishnamoorthi (D-IL): To my dear colleagues on the other side, I just want to point out that we legislate the rules, regulations, and laws that govern workplace safety, as well as non disclosure agreement laws and so forth. 1:15:05 Rep. Yvette Herrell (R-NM): Mr. Chair, this hearing is a farce. And we should be looking at inflation, the economy, Afghanistan, the border crisis and so many other issues that are important to our nation and to our constituents. Instead, we are spending time looking at a single business, investigating it for things that happened a decade ago. And let me restate again the owners of the team fired those responsible. In fact, the owners paid the largest fine ever imposed by the NFL and was suspended indefinitely from operations. This roundtable is ridiculous and it is an abuse of power. 1:35:50 Rep. Debbie Wasserman Schultz (D-FL): You might be aware that part of the reason that the NFL is such a profitable business is that Congress approved legislation in 1961 that allowed an antitrust exemption where professional football teams could pull together when negotiating radio and television contracts. They also receive lucrative federal tax exemptions and taxpayer dollars in the hundreds of millions to build football stadiums that make them billions. Do you believe Congress should be in the business of protecting an organization that puts the interests of billionaire owners above hundreds of women who experienced harassment and abuse? And do you think that those benefits, that we should consider revoking them if they do not make changes to ensure that you have protections when it comes to human resources, sexual assault accountability, making sure that there is an equitable and safe workplace for their employees? 1:41:35 Rep. Hank Johnson (D-GA): Miss Coburn in your op ed, you mentioned that after the secret "good bits" videos hit the news that you and 40 or so other cheerleader alumni came together and some of you were able to mediate a settlement. Were those who settled, were they barred from going to court because of a forced arbitration agreement? Do you know? Melanie Coburn: Yes, many of when those videos were uncovered, that's when I came out publicly. I had the strength and courage to organize them. And yes, they all, they they got together and there was a, you know, mediation and there was a settlement and along with that settlement, they were forced to sign NDAs. 1:45:10 Rep. Jackie Speier (D-CA): Congress can do a lot about this. Next week, all of my colleagues on the other side of the aisle who aren't here now could vote for the bill by Cheri Bustos that is going to require that no NDAs can be forced upon employees for sexual harassment or sexual assault. That would go a long way. We could also investigate the tax exempt status of the National Football League. We gave them that tax exempt status. Evidently, there was $8 billion received last year that was then divided up among the various teams to the tune of about $250 million a team. 1:50:10 Rep. Byron Donalds (R-FL): We have a responsibility here of regulating, specifically, the United States economy when it comes to interstate commerce, to regulating our borders, to actually making sure we coin sound money, that we appropriate for the necessary functions of government. But one of the things that the Constitution of these United States actually precludes us from doing is interfering directly in the affairs of individual businesses, no matter how abhorrent they may be. Now, if there's criminality involved, then that is where the justice system, specifically in this case the civil system, takes those matters. “The final play of the Patriots-Raiders game is even better with Titanic music.” December 18, 2022 @TheGhettoGronk on Twitter Cover Art Design by Only Child Imaginations Music Presented in This Episode Intro & Exit: Tired of Being Lied To by David Ippolito (found on Music Alley by mevio)

PWC has received reports of someone calling customers trying to collect a PWC payment. Scammers tell customers they should immediately provide their credit card or bank information over the phone to avoid service disconnection. Remember, if someone claiming to be from PWC asks for a payment, beware! PWC employees do not call customers to collect payment. Nor do they collect payments in person. Ike Copeland, Director of Risk, Real Estate, & Compliance and Lari Ann Miller, Customer Service Representative joined us in "The Bucket" to share some advice to be more aware of scams. NOTE: If you are unsure, call PWC at 483-1382 or if you feel someone is a threat, call 911.

In the virtual Lemonade Stand, Crystal and Emily are joined by Angie Snow with Service Titan. They discuss the role of a Customer Service Representative and how they can impact your business. For further information and training, Angie has a training platform called Go Time Success Group as well as training classes at Servicetitan.com for C.S.R.s, Dispatchers, and Call Center Managers.If you enjoyed this chat From the Yellow Chair, consider joining our newsletter, "Let's Sip Some Lemonade" where you can receive exclusive interviews, our bank of helpful downloadables, and updates on upcoming content.Please consider the following and drop a review below if you enjoyed this episode.Interested in being a guest on our show? Click >>HERE

Jordan Raynor sits down with Ronald R. Johnson, Customer Service Representative, to talk about how Ron came to embrace a job he once hated, how to have a real-time, 3-way conversation between you, God, and those you work with, and what managers can do to truly bless their frontline employees.Links Mentioned:The RobeCustomer Service and the Imitation of ChristEvery Good EndeavorThe Adventure of LivingNehemiah: An Expositional Commentary

By providing excellent customer service, you're not only creating loyal customers, but you're increasing your chances of making sales and generating high-value referrals.    When everyone on your team is equipped with strong customer service skills, they can provide an exceptional experience that builds customer loyalty and fuels business growth. While this is true, it all starts with YOU. If you communicate well and model excellent customer-centric service, your team will too!   Meet Zac Garside, Head of Marketing at Power Selling Pros, a company offering personalized Customer Service Representative and Dispatch training. Zac is also the host of This Call May Be Recorded, a weekly show where Zac and his team listen to recorded customer service calls and coach them live.   Join us as we learn from Zac the best-kept secrets to developing excellent customer service experiences and building customer-centric value in your business!   tldr; In this episode, we discuss the following: How contractors and service businesses benefit from customer service coaching and tracking call center KPIs. 8 ways to create a “wow” customer service experience. Building tangible value in your service business so you can increase sales. Get FREE training samples from Power Selling Pros  “We help companies realize that your success, your value, is determined by how much more you give in value, how well you serve your customers, compared to how much they pay you.”  — Zac Garside  Want to increase your sales and generate high-value referrals?  In this episode, we share tips for generating high-value referrals and increasing sales. By providing excellent customer service, you're not only creating loyal customers, but you're increasing your chances of making sales and generating high-value referrals.  When everyone on your team is equipped with strong customer service skills, they can provide an exceptional experience that builds customer loyalty and fuels business growth. While this is true, it all starts with YOU. If you communicate well and model excellent customer-centric service, your team will too! Zac Garside, Head of Marketing at Power Selling Pros, a company offering personalized Customer Service Representative and Dispatch training. Zac is also the host of This Call May Be Recorded, a weekly show where Zac and his team listen to recorded customer service calls and coach them live. Intrigued to listening to his ways to create a “wow” customer service experience? Join Tersh Blissett and his co-host Josh Crouch and learn from Zac the best-kept secrets to developing excellent customer service experiences and building customer-centric value in your business! Become a successful entrepreneur by taking advantage of the wisdom he shares. (Zac Garside runs Marketing at Power Selling Pros, the company that gives you personalized CSR & Dispatch training, and hosts This Call May Be Recorded, the weekly show where you get to see Zac and his team listen to recorded customer service calls and coach them up live! During the last 7 years, Zac has coached more CSRs & Dispatchers than Power Selling Pros can even keep track of. He also writes some of the most loved and read emails in the Home Services Industry about Customer Service, Sales & Leadership. Over 5,000 people get his free emails 3 times a week.) If you are a tradesperson struggling to overcome challenges, you don't want to miss this episode. In this episode, we discuss the following: How contractors and service businesses benefit from customer service coaching and tracking call center KPIs. 8 ways to create a “wow” customer service experience. Building tangible value in your service business so you can increase sales. Zac shares- Reasons Why Contractors Should Hire a Customer Service Coach ”Usually, when contractors come and work with us it's because of some pain… This is about a lot more than just booking more calls and getting the team aligned around a script. This is about customer service being a central guiding philosophy of the business. We WOW the customer. Period,” says Zac Garside [05:51-05:48] Garside shares six KPIs to start tracking if you have no call center metrics “I'm in favor of simplicity. If you aren't tracking anything, you only need to track six things for your call center… the number of calls taken and made, the number of appointments booked, the booking percentage, the number of maintenance plans sold on the phone, average talk time, and average time before answer,” says Zac Garside [16:11-16:40]  How to Accommodate Your Customers and Keep Them Happy When Demand is High  “This is about a lot more than just booking more calls and getting the team aligned around a script. This is about customer service being a central guiding philosophy of the business.”  — Zac Garside  “What are the odds that, if you let that customer hang up because you couldn't get there soon enough or you're booked out solid, what are the odds that they're going to call the next person in line and magically get exactly what they're looking for? Very slim,” advises Zac. [29:05-35:06] Zac Garside recently joined Service Business Mastery Podcast, and here are some highlights of the podcast: Zac discusses how contractors and service businesses benefit from customer service coaching. Common CSR pain points for contractors The 6 most important KPIs for customer service teams to know and track He shares 8 ways to create a “wow experience” with customer service communication skills How to develop your customer service communication skills The most effective ways to communicate with customers The show talks about how to build value in your service business so you can close more deals   Shout out to those who have partnered with us to make this information possible to share! Sera https://sera.tech/go/service-business-mastery/ - Request a demo through Service Business Mastery for a discounted Onboarding and Per Tech Fee. Upfrog https://www.upfrog.io/ CompanyCam https://www.companycam.com/SBM/ - Visit www.companycam.com/SBM for a 14-day trial and 50% off your first two months Tune In To Hear The Latest & Greatest In Business Service Trends Join the Service Business Mastery Facebook group. Email us at Podcasts@ServiceBusinessMastery.com To check out more fun and valuable videos, do not forget to follow our YouTube Channel. Email us at Podcasts@ServiceBusinessMastery.com Learn all about the Hosts of Service Business Mastery! Listen to this podcast and get equipped with essential business advice from this impactful conversation. So, what're you waiting for? Tune into this episode immediately and get one step closer to becoming the successful owner of your dreams. Subscribe to Service Business Mastery on Apple Podcasts, Spotify, our website, or wherever you get podcasts to hear more such fascinating and insightful stories.    

In this episode, Ryan is joined again by Brian Buckalew, Vice President of Business Development for Majestic Steel USA for a discussion on data from the steel industry. Learn how you might be able to leverage the current market with manufacturers and how Ryan is thinking differently about inventory in the last quarter of 2022. Brian Buckalew has been in the steel industry since 1991, working his entire career at Majestic Steel USA. He began as a Customer Service Representative and moved into sales in 2000, and was a Commercial Director of OEM Sales from 2015-2018. Brian is now the VP of Business Development with Majestic with a focus on steel supply chain augmentations Majestic Steel USA - https://majesticsteel.com Find Ryan at: https://garagedooru.com https://aaronoverheaddoors.com https://suchnsuchmedia.com Check out our sponsors! Sommer USA - http://sommer-usa.com Surewinder - https://surewinder.com Schweiss Door - https://bifold.com All Brace - https://all-brace.com --- Send in a voice message: https://anchor.fm/torsion-talk/message

On Episode 16 of the TID Water & Power Podcast we sit down with TID's Tracy Jones to discuss the District's customer service efforts.When you think of TID, the first thing that comes to mind may be a bucket truck you see en route to restore power or a truck on a canal bank delivering water to our growers. But, your first actual interaction with TID, either by phone or out in the community is likely going to be with a Customer Service Representative. Each day, TID Customer Service Representatives have contact with hundreds of customers over the phone and in-person, process hundreds of payments and applications, and succeed at making even a dreaded “customer service call” an enjoyable experience.On this episode we discuss the role of TID's customer service team, the types of calls and interactions customer service reps have daily, and new initiatives that have been implemented to make the customer experience with TID even better. Let's get social!Facebook: @TurlockIDInstagram: @TurlockIDTwitter: @TurlockIDLinkedIn: /company/turlockidFind out more about TID at https://www.TID.org/podcast. 

In today's show, Simple Farms, L.L.C. Sale Representative and Customer Service Representative, Jim Lengel shares feedback on what his customers are saying about the app and how much it is helping them to know exactly what their margins look like and how they can adjust to get a return on investment. 

On this episode of The Loop, we hear from Dionne Russell, Lead Customer Service Representative at Coweta-Fayette EMC. Join us to discuss the role of a Customer Service Representative while answering some commonly asked questions from our members.

John Bullock reviews ROLAN 2022. A 6-minute Business of Light survey is available. JLC-Tech and North America Lighting settle patent dispute. TALQ celebrates 10 years. Speirs Major lights up Exchange Square. WILD introduces the Mocktail Initiative. Leotek is looking for a Business Development Manager. Kurtzon is looking for a Customer Service Representative.

This week's guest is a great friend who I look up to like a big brother, Darren Lifferth. Darren teaches us through words, stories, and examples how important it is to be open to opportunities when they arise, even if the timing might feel off according to our plans. Darren highlights the importance of doing a gut check everyday to make sure you are moving in the right direction and focusing on the the right priorities. Darren shares some personal stories that illustrate how examples from his life have helped him become the servant leader he is today and how holding people accountable can be vital to serving them. We talked about an inspirational address from Elder Alvin Meredith III about how to look down the road to center ourselves and it showed even deeper how we are more connected than we realize. Darren shared his reason for choosing the path of international business so that he could help people become more connected and reliant on one another so there would be less conflict in the world.    Darren Lifferth is the Cat Card Business Excellence and International Business Development Manager for Cat Financial based in Nashville, Tennessee. He leads a cross functional team of project leaders, data scientists, and strategy experts on developing new business opportunities internationally. Darren has worked for Caterpillar for almost 20 years in a variety of positions and locations globally. He joined Caterpillar as a Credit Analyst after earning his bachelors degree in International Business Management from the University of Tennessee in Knoxville. While in Nashville he took on additional responsibilities as a Customer Service Representative handling collections, loan modifications, repossessions, and reporting. Next he moved into a Documentation Analyst role followed by a Transaction Coordinator role supporting loan documentation creation, negotiation, and government filing of title documents. During these roles Darren spent considerable time working in Brazil. In 2007 he earned his MBA from Auburn University with an emphasis in Finance. From 2007 through 2013 he held sales roles in Florida as an International Account Manager and in Louisiana as a Senior International Account Manager. In 2013 he relocated his family to Singapore to lead the sales efforts as the Asia Pacific Sales Manager. In 2016 he transitioned into the Asia Pacific Marketing Manager. In both of these roles Darren was able to travel extensively throughout Asia to support customers and Caterpillar Dealers. In 2018 he moved his family to Bangkok, Thailand to become the Managing Director for Thailand managing all company operations for sales, credit, customer service, legal, compliance, HR, and reporting. During the start of the pandemic he moved his family back to Nashville, Tennessee where he transitioned in to the Business Excellence Manager for Cat Financial responsible for strategy development and governance, project management, 6 Sigma, Lean, data strategy development and governance, and company resource allocation. Darren's current responsibilities as the Cat Card Business Excellence and International Development Manager focus on growing business opportunities internationally.    Darren and Sarah were the first couple ever married at the Nashville Tennessee Temple of the Church of Jesus Christ of Latter-day Saints in May 2000 and they now have six children ranging in age from 6 to 20 years old. He loves all things outdoors like running, sports, hiking, canoeing, rock climbing, fishing, hunting, mountain biking, and sitting around a camp fire. Hobbies include cheering for UT, Auburn, TN Titans, and the New Orleans Saints, sewing outdoor gear like hammocks and backpacks, ham radios, 4x4 offroading, timing the stock market, keeping up with current events, traveling, and eating delicious food. Most of the time he's with his family on some adventure when he's not working.   Resources: Elder Alvin F. Meredith III - Look Down the Road https://abn.churchofjesuschrist.org/study/general-conference/2021/10/57meredith?lang=eng  

Sasha Gainullin - CEO at battleface [Customer Expectations]In the spring of 1999 for 4 months, you were a Customer Service Representative. What did you learn and what have you taken with you over the next 23 years?How is CS the essence of battleface? Once you stop listening to the customer, then you can't stop innovating.What does it mean to have a battleface?I read a Forbes article where you talk about how outdated the travel insurance industry has become. How was it outdated and how is battleface different?What does it mean to be a humanity-focused travel insurance company?How do you listen to customers at battleface?ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Naomi Wood – The Confident Retirement Podcast with Kris Flammang Episode 048 Benefits abound! One administrator's take on what's trending. Featuring Naomi Wood, Benefits Specialist at Abt Associates.  Naomi G. Wood is a Benefits Specialist at Abt Associates, where she counsels employees and Abt's HR Staff on the various benefit plans offered at her organization.  Prior to her current role, Naomi spent 15 years working in various roles, ranging from Retirement Support Specialist, Customer Service Representative, Senior Financial Processor, Account Manager, Benefits Administrator, and Retirement Benefits Specialist. Naomi earned a B.S. in Business Management and Human Resource/IT Management from Carlow University and an MBA in Human Resource Management from Strayer University. She is enrolled in the Certified Employee Benefits Specialist course to earn her designation. Naomi has a talent for taking complex employee benefit issues, turning them into easy-to-understand language. We discuss: Comparing salary to what benefits are available to an employee. The complexity of the Affordable Cares Act. Doing extensive research to find the correct information for employees. Understanding Roth accounts. Get into the habit of saving for retirement and using automatic withdrawals from a paycheck. How FSA and HSA dollars work. Enjoy the show! Connect with Naomi: Website: https://www.abtassociates.com/ LinkedIn: https://www.linkedin.com/in/naomi-wood-mba-3b291443/ Connect with Kris: Website: https://www.lpfadvisors.com/ LinkedIn: https://www.linkedin.com/in/kristopher-flammang-lpfadv/ Twitter: @kflammang Learn more about your ad choices. Visit megaphone.fm/adchoices

Sarah Muniz has been in the insurance industry for over twenty years working on the agency side as a Customer Service Representative, producer, and with an aggregator and insurtech. She currently lives in Texas with her husband and two children. In the face of lacking industry training, earning anyone of our designations demonstrates dedication to professional excellence. Promotability and advancement will follow.  Learn more about RMI Job Roles and Download a FREE Learning Path! 

In this episode, Ryan is joined by Brian Buckalew, Vice President of Business Development for Majestic Steel USA for a discussion on data from the steel industry. Get the facts based on actual data, not just anecdotes. Brian came prepared with statistics on the supply chain and his own unique insight from over 30 years in the business. Brian Buckalew has been in the steel industry since 1991, working his entire career at Majestic Steel USA. He began as a Customer Service Representative and moved into sales in 2000, and was a Commercial Director of OEM Sales from 2015-2018. Brian is now the VP of Business Development with Majestic with a focus on steel supply chain augmentations Majestic Steel USA - https://majesticsteel.com Find Ryan at: https://garagedooru.com https://aaronoverheaddoors.com https://suchnsuchmedia.com Check out our sponsors! Sommer USA - http://sommer-usa.com Surewinder - https://surewinder.com Schweiss Door - https://bifold.com All Brace - https://all-brace.com --- Send in a voice message: https://anchor.fm/torsion-talk/message

On this week's episode of the #DStvPod, Larry Kwirirayi shares a nugget from MultiChoice Africa CEO Fhulu Badugela, announces a new Zimbabwean channel on DStv, talks to a Customer Service Representative about the Showmax Add to Bill, feedback from the M-Net workshop in Zimbabwe and so much more.

Sarah Muniz has been in the insurance industry for over 20 years working on the agency side as a Customer Service Representative, Producer within aggregators and insurtech. Her time in insurance has been both rewarding and frustrating. The rewarding part is in helping others as she increases her knowledge about insurance while also supporting her family in one of the most stable industries. The frustration comes from numerous glass ceilings and a general gender bias within the industry. While working in the industry, one of the main hot topics has been the lack of talent in insurance. This has been a constant cause of concern for her because after doing research and discussing the topic with others we have plenty of undiscovered talent right under leaderships' nose. She shares with us her story and how success hasn't come easy. Battling with gender bias and numerous discriminatory claims, today she is ready to let it all out and we celebrate with her new book coming out!

Hey loves  Welcome  to season 3 episode 11 of The Chinanna show podcast. In today's episode we discussed the customer service representative experience, How hard it is and how the general public should bear this in mind when interacting.   Episode takeaways Stop emotional dumping on customer service representatives. Customer service Representatives interact with a lot of people on the daily therefore bear this in mind before you interact with them. Treat people how you would like them to treat you therefore it is not okay for you to go out there and be nasty to customer service Representatives. For this week I'm going forward check on your family and friends try to build emotionally safety as this will help with generally unloading on others. These and may other points where discuss in this episode if you are interested check out the full episode for details  Remember to share this with someone who this might be of value to. If you would like to connect with me personally I got you

Live the Parks & Rec Life! A career with the Palatine Park District is so much more than just a job, it's about being a positive influence on your community, growing as a person, and the friendships you'll make with your fellow staff members.

Join Stephanie Shingle with En-vision America and learn how you or a loved one can get talking prescription labels for Free from your pharmacy! website: https://www.envisionamerica.com

Helping a company grow is one thing. Owning it later is another. So what does it take to go from employee to owner? Listen in as JP Midgley shares his success story with host Don Williams. JP started with Avalon as a Customer Service Representative and later bought the company! In this episode, he shares with us the journey that took him to get to where he is now. JP also imparts some of the wisdom he learned about entrepreneurship and leadership.For information on how to work with Don visit Work With Don WilliamsYou can also reach out to Don Williams at https://donwilliamsglobal.comPlease join Don and his businesses in support of St. Jude's Children Research Hospital in its Mission to cure Childhood Cancers. You can donate to St. Jude at stjude.org/donate

For account managers, communicating their needs and expectations to carriers can be frustrating. Carriers have specific ideas on what preferred business looks like, but what comes across the desk may not always fit the mold. What clients are looking for, may not match what a carrier is offering. Carrier marketing representatives, territory managers, and the likes are there to bridge the gap between insurance companies and agency professionals.Listen closely to pick up golden nuggets about how both agency professionals and carrier marketing representatives can squeeze the most out of their meetings together. Cultivating these relationships will add value for the client and to the agency as these relationships help build profitable books of business. Heath ShearonInsurance Town

Selling doesn't begin when a Tech is at the customer's doorstep. It starts when your Customer Service Representative answers the phone. https://7powercontractor.com/sales-coaching-techs/ Notice to listeners: The information in this book, along with the forms and structures provided, are meant to serve as a helpful reference guide for the plumbing, heating, cooling, electrical, and other contracting industries. The host of and contributors to this podcast take no responsibility for compliance with the laws or regulations that govern your specific business. The responsibility for making sure everything is compliant (among other things) is 100 percent yours. Before you implement any new information or forms, please check with your own trusted business advisers, including your own attorney, to make certain that the forms and the information you plan to implement will comply with all relevant laws, customs, and regulations.

Wildfires happen every year but have been astonishingly frequent recently. This past September, one of the most destructive wildfires to date was started by a gender reveal party in California. This particular wildfire has destroyed over 10,000 acres, displaced over 21,000 people, and resulted in the death of a firefighter. How can insurance help situations like these?Insurance professionals helping folks with this kind of trouble must ensure that they understand the coverage they're selling. Many insurance companies have started segmenting endorsements to help tailor coverage as much as possible. Are you sure you've got the right replacement costs for your clients? Do you just skim through replacement cost estimators?We all know there's not one policy that's covers everything. So when writing the right limits for your client, remember it's not just for the claim, it's also for retention and relationships. But most importantly, it's for peace of mind, the whole reason they're buying the coverage from you in the first place.Tune into this lively discussion to learn how you can provide better coverage and support for you clients and agency. About our Host: Dustyne Bryant, CIC, CISR, MBADustyne Bryant, Personal Lines Academic Director at The National Alliance for Insurance Education & Research, is a self-professed and colleague–backed wholehearted Personal Lines Insurance geek. Supported by multiple degrees and designations over the course of a decade and rising, her thirst for knowledge is never ending and ever growing. Her passion for educating others in Personal Insurance, is even greater. She is an advocate of permanency for children in foster care and relishes all the joys of being a soccer mom, minus the minivan.  Learn More! 

Rachell Hathaway started working at the Bank of America seventeen years ago as a Customer Service Representative. Today, she happens to be (as she says it), the Vice President of Community Relations. Along the way, she has disrupted narratives about poverty, affordable housing, leadership, and so much more. Listen to Rachell reflect on her own leadership in the corporate world and in nonprofit service, the significance of mentorship, and how we can all “kick butts… with boots on." Resources: City Year: https://www.cityyear.org/san-antonio Communities in Schools: https://www.cissa.org San Antonio African American Community Archive and Museum: https://saaacam.org Bank of America: bankofamerica.com/foundation San Antonio's Community Vision for Civic Engagement: report.sa2020.org/civic-engagement/ SA2020 Nonprofit Partners: SA2020.org/Partners

Key Performance Indicators (KPIs) are used for measuring departmental performance within a company. The goal of KPIs is continual improvement. The subtle danger of KPIs is that they can lead us to prioritize efficiency over effectiveness, and short-term objectives over long-term. A Police Chief told his officers to prioritize burglaries of multiple-occupancy households because the system would count each occupant as a separate solved crime and lift their KPI. An electrical wholesale group created a KPI competition between its branches which resulted in them undercutting each other's prices. A shoe company with a 3.5 billion-dollar ad budget (Adidas) admitted they had been “overly focused on digital attribution,” partly as a result of its ability to allow the company to “look at short-term measurements in real time.” Adidas Global Media Director Simon Peel says, “But when you look at econometric modelling it's telling you something very different…” 1  In a successful company, it takes every department working together to increase top line revenues. But when departments are held individually accountable for department-specific goals, teamwork goes out the window. A business owner recently asked me, “Who is responsible for lead generation?” Before I could answer, one of his branch managers said, “Selling is a numbers game. Double my sales opportunities and I'll make twice as many sales.” I asked, “Who is responsible for lead generation in a restaurant?” “The marketing department,” answered the branch manager. Looking across that group of 20 branch managers from 20 different cities, I said, “Think of the best restaurant in your city, the one where you've got to have a reservation because there is never an open table. Do you see it in your mind? That restaurant hasn't advertised in 30 years. Their happy customers are their only marketing department.” Looking at their faces, I could tell they had seen the truth in what I had said, so I told them another truth, “Advertising is a tax we pay for not being remarkable.” I let that one soak in a minute.“When our customer contacts us, they meet the Maître D' of our restaurant. Sometimes it's a Customer Service Representative in our call center. Other times it's a team member who responded to an email inquiry, or who interacted with our customer in live chat. If those people do well, they will hand the baton to one of our waiters; a salesperson or a service technician. But wait, we're not done. Now we have to deliver the food. Will the chef live up to his reputation? Will the product be as good as our customer hoped it would be?” I waited a few moments, then said, “Today's close rate determines tomorrow's sales leads. Good advertising is merely the beginning of a conversation with the customer. If they visit our website, they're reading our menu. If they check our online reviews, they're asking their friends about us. But here is where things get serious: when that customer encounters our Maître D', our waiters, and our chef, she is expecting to meet the company she was promised in our ads. Will we be the company we promised her? Or will we be guilty of bait-and-switch?” I said it again, “Today's close rate determines tomorrow's sales leads… Every member of our team is responsible for lead generation. We win together and we lose together. Any one of us can drop the baton in this never-ending relay race where the final runner hands it back to the first runner as a referral from a happy customer. You and I have to make every customer glad they chose us.” “Each of us is a point-of-contact with our customer, a channel of communication. When we use the brandable chunks – signature phrases – that were introduced in our mass-media ads and reinforced on our website; when each of us delivers the personality that we promised in our ads, we have channel alignment. When we fall short of this, we are guilty of...