Podcasts about Customer service representative

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

APMG International presents our popular weekly panel Q&A show. Episode 115 is about how to build a Service Culture. Hosted by Nick Houlton and Question Master Charlotte Miller. Answering your questions are Dianne Rampadarath, Malini Jayaganesh, Mart Rovers and Matt Crabtree An opportunity to have your real-life questions answered.

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.

Guests: Shelley Simpson Ministry/Business: J.B. Hunt Transportation   Our careers and lives don't always unfold the way we expect. As Proverbs 16:9 tells us, “We can make plans, but it's the Lord who orders our steps.” When Shelley Simpson took her first position with J.B. Hunt Transportation as a Customer Service Representative, she thought it was a temporary assignment. She had no idea that this would be the company she would grow with or just how far that growth would take her. Shelley is the poster child for “bloom where you're planted.” Today, Shelley is Chief Commercial Officer and EVP of People and HR for J.B. Hunt, a demanding role that her relationship with the Lord carries her through. A key turning point for Shelley was when she realized working outside the home AND being a great mom and wife can co-exist as we rely on the Lord. Shelley grew in her ability to live an integrated life from her experience with Workmatters and gives back by mentoring young professional women through the Workmatters Institute. Her personal mission statement – “I will create an eternal impact in leadership by serving people, loving others, and being a good witness while integrating my faith, family, work and community” – informs the framework for her day and supports her ability to set healthy boundaries and set a positive example for others. Resources from today's show: To learn more about the Workmatters Institute, where Shelley mentors, check out workmatters.org/institute. To craft your own personal mission statement, check out Shelley's Women in the Marketplace video “Crafting Your Personal Mission Statement.” Encouraged or motivated by today's show? Connect with us more at sheWorks4Him.com or tag @sheWorks4Him on Facebook or Instagram with your story! You can also leave a comment or submit a question to 866-713-9675 that's 866-713-WORK. Quarterly we will answer questions from YOU, so fill up the listener line with your thoughts and questions!

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!

Cities for Financial Empowerment (CFE) Fund: https://cfefund.org/The CFE Fund is a 501(c)3 nonprofit organization; our programmatic, research and policy efforts focus on designing, embedding and replicating financial empowerment initiatives within the fabric of local government.The CFE Fund's national Bank On platform supports local coalition and financial institution efforts to connect consumers to safe, affordable bank accounts: https://joinbankon.org/Bankers, learn more about the Bank On certification here: www.joinbankon.org/certify Research from the Federal Deposit Insurance Corporation shows that there are many reasons consumers lack a basic transaction account: not enough money for the minimum balance; distrust of financial institutions; high or unpredictable fees; or identification, credit or banking history problems. Many Americans are driven to use expensive alternative financial services, including check cashers, payday lenders and pawn shops that charge high fees for financial services that fail to help people get ahead. Without a checking account, families wind up paying too much for basic financial transactions and are hard pressed to build savings and assets.Quick Facts:• Close to 5% of U.S. households (approximately 12 million adults) are “unbanked,” without a checking or savings account.• Almost 11% of U.S. households (approximately 24 million adults) are underbanked, meaning they still use some fringe financial services.• Nearly 34% of unbanked and 45% of underbanked households earn less than $30,000 per year.• Nationally, 48% of Black households and 42% of Hispanic households are unbanked or underbanked, compared to less than 14% of white households.Why do basic transaction accounts matter?A basic transaction account is an important first step in establishing a mainstream banking relationship, depositing earnings securely, accessing credit and saving for the future. Unbanked and underbanked individuals lose the cost savings and stabilizing benefits such an account provides, such as:• Cost savings: The average unbanked person spends 5% of net income on unnecessary fees for alternative financial services. This can amount to $40,000 over a lifetime—a significant amount for those who can least afford it.• Asset building: Without a bank account, a family lacks the ability to save reliably or automatically, or establish a banking relationship that can lead to accessing affordable credit for opportunities like a car, small business, or home mortgage.• Public safety: Without a safe place to deposit their money, unbanked people are more likely to be victims of crime because they often carry large sums of cash with them or keep cash in their homes. Elderly, disabled or undocumented immigrants can be particularly vulnerable.• Financial stability: Research shows that being unbanked makes it harder to achieve financial goals like reducing debt and improving credit scores.David Rothstein, Senior Principal, CFE Fund: https://www.linkedin.com/in/david-rothstein-72a5516/David is a Senior Principal at the CFE Fund (https://www.linkedin.com/company/cities-for-financial-empowerment-fund/), where he leads the national Bank On initiative. Previously, he served as Director of Resource Development and Public Affairs for Neighborhood Housing Services of Greater Cleveland providing fund development and policy leadership. He also served as a research fellow for the New America Foundation in asset building and the Program Director for the Ohio CASH Coalition with Policy Matters Ohio. He has a BA in Political Science from John Carroll University and an MPA from Kent State University.Matt Hanke, Retail Strategies Manager, VP from Northwest Bank: https://www.linkedin.com/in/matthanke/Matt's years of banking experience from being a Customer Service Representative, Personal Banker, Mortgage Banker and now a member of Northwest Bank's executive team, has given him an unique perspective on fostering customer experiences that build relationships that exceed expectations.Northwest Bank (https://www.nw.bank/) is a $2.3 billion community bank that offers a full line of business, agricultural, mortgage, consumer deposit and lending products as well as wealth management and insurance services. Northwest Bank has 18 offices located throughout Iowa and Nebraska.Compass Digital Account (https://www.nw.bank/personal/checking/compass-digital-account) is Northwest Bank's Bank On Certified Product.~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~For more information on the CRA Hub, a membership for bankers to connect, inspire, and master the art of CRA: https://cratoday.com/hub/ Copyright © 2021 by CRA Today LLC(No claim to original U.S. government material)All rights reserved. No part of this podcast may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, including electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of the author and publisher.This podcast is a periodic publication of CRA Today LLC and is intended to notify and inspire recipients of new developments in the Community Reinvestment Act. It should not be construed as legal advice or legal opinion on any specific facts or circumstances. The contents are intended for general informational purposes only, and you are urged to consult your own attorney concerning your situation and specific legal questions you have.Podcast production and show notes provided by HiveCast.fm

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

Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways:- What's needed to deliver an excellent customer experience is creativity and problem-solving. It's right up there at the top of the list. This is a key personality trait. When running your home-based business or working remotely, you don't have somebody holding your hand every day. You are really in control, and to succeed, you are required to take control and run it as your own business. - Coordinating with others is important. When you consider the different scenarios that individuals are put in, dealing with different contacts every day, they have a lot of people they have to interact with, whether that's the customer directly or the supervisor at the company they're supporting. So, the ability to coordinate across a number of different fronts is critical. - Cognitive Flexibility is the multiple tasks that an individual encounters as a customer care provider. Their ability to adjust based on the content in an activity is an important requirement. So, to be flexible and adjust quickly is a significant skill that is required to be successful. - The shift in the remote work mindset has been happening for a while, even before the pandemic. However, the pandemic has accelerated this shift. Quotes:“Those who have that discipline and the ability to manage their time and are motivated are the ones who have the most success in a flexible workforce model.”  About:Greg Hanover was named CEO of Liveops Inc. in 2017 after 10 years with the company in senior leadership roles. Liveops is a leader and pioneer in the virtual call center space, with a distributed workforce of over 20,000 domestic home-based agents.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

With over 18 years of fashion expertise, Kelly Helfman, Commercial President of Informa Markets Fashion, has re-imagined the wholesale industry. Landing MAGIC as the top U.S. trade event for two consecutive years in a row, Kelly has successfully boosted globally sought-after brands, MAGIC, COTERIE, PROJECT, and SOURCING at MAGIC into new era through industry advancements with live and digitally focused trade events. Starting her career in 2006 at MAGIC as a Customer Service Representative, Kelly has expertly navigated the corporate ladder, drawing a wide scope of insights that lend to her innovative approach, and progressive leadership style. Bringing authenticity and advocacy for work-life balance as a #bossbabe and modern mother of two, Kelly continually shapes not only fashion B2B events, but the industry as a whole

On today's episode I have an interview with Lea Ann Hugel. Lea Ann is a Customer Service Representative with Cookbook Specialists in Independence, Iowa. She specializes in assisting customers with creating custom cookbooks through self-publishing. With a diverse background in the print world for over 18 years she has specialized in cookbooks for the past 7. Cookbook Specialists provides self-publishing services to customers through the US. Today on the podcast, Lee Ann and I talk about how Cookbook Specialists helps some independent- or self-published authors including answering common questions about cookbook format, the copyright, ISBN, and barcodes, as well as what happens after Cookbook Specialists print the cookbooks and ships them to the customers.  Things We Mention In This Episode: Bowker ISBN Cookbook Specialists US Copyright Office  Learn more about How to Get Paid to Write a Cookbook during this free masterclass 

012 Hire A Millennial Virtual Assistant Podcast – Importance of Customer Service, Outsourcing a Customer Service Representative in the Philippines. –Hire A Millennial Virtual Assistant Podcast – Importance of Customer Service, Outsourcing a Customer Service Representative in the Philippines.  VA FLIX is a new startup that recruits Philippines-based Millennial Virtual Assistants. Our tagline is “Hire a Virtual Assistant Now, and Chill”. In other words, we match a Virtual Assistant to help busy CEOs, founders, executives, real estate professionals, Podcast hosts etc. get more leverage, more impact and more success. We take the load off your plate so you can have time not only for yourself but also for your family AND chill. Karen Po, John Marzan and Catherine Artates Founders, CEO and Operations Manager of VA FLIX Talked about outsourcing Customer Service Representative in the Philippines. Karen, John, and Catherine also gave us a walkthrough to one of the company's newly launched services. Karen, John, and Catherine also mentioned how “Quality Customer Service” can affect, benefit and scale up your business. Karen, John, and Catherine also talked about how Agents from the Philippines are highly trained when it comes to giving high quality customer service and how very in demand they are when it comes to outsourcing. Karen, John, and Catherine added that by outsourcing a customer service representative here in the Philippines you are not only getting someone who can scale up your business but also how cost efficient it will be.  Here are some of the beneficial topics covered on this week's show:●     Outsourcing ●     Outsourcing a Customer Service Representative in the Philippines ●     High Quality Customer Service●     Highly Trained Filipino Customer Service Representatives●     Benefits of Hiring a Customer Service Representative●     Cost Efficient Outsourcing   Connect with VA FLIX at:Connect with Karen Po: https://www.linkedin.com/in/karen-po-825678196/Connect with John Marzan: https://www.linkedin.com/in/john-laurence-marzan/Connect with Catherine Artates: https://www.linkedin.com/in/catherine-artates/Website: www.vaflix.comLinkedIn: https://www.linkedin.com/company/va-flix/Email: admin@vaflix.comCall: +1 323 955 1001         

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

Episode Notes We have had so much fun getting to know ACB Couples in the past I decided to revive the segment with a returning couple and one new to Sunday Edition. Judy and Steve are well regarded in our community and I am so pleased to speak with them this week. BONUS for us all is that they have agreed to spend some of their “California Style Anniversary” with us and I am sure Judy will have a story about that to share. Steven Mendelsohn currently chairs the advocacy committee for the California Council Of The Blind. For decades he has written policy documents on disability issues and has also written several books including tax options and strategies for people with disabilities and is initial book financing adaptive technology. Judy Wilkinson has spent many years actively in the California Council Of The Blind having served most recently for years as its president. Now she serves on several including project manager for the On The Move campaign fundraising partnership between CCB and On The Move. She also serves as liaison to several legal matters and looks forward to chairing the fundraising committee for the recently developed IDC affiliate in California. I also invited dynamic duo: Ron and Lisa Brooks back to catch up. Beside being the reigning King and Queen of Karaoke they have a lot to share with us. From their tireless commitment to advocacy, Ron's always sage advice and commentary on the ACB Lists to their new adventure it's the perfect time to check in with these folks. Ron and Lisa Brooks are residents of Phoenix, long-time members of ACB and the Arizona affiliate, married for almost 25 years and parents of three teenagers. And about a year back, they launched a new business called Accessible Avenue. Ron shares that, “we formed Accessible Avenue to provide accessibility and inclusion related training, consulting and audio transcription services to cities, transit agencies and transportation providers so that people with disabilities, older adults and other transportation disadvantaged people can move about more freely. Prior to launching Accessible Avenue, Ron spent almost 28 years designing, delivering and managing accessible public transit and paratransit services for both public transit agencies and private companies. He defines his life's mission as “transforming mobility for everyone,” and he is committed to mobility which is accessible, flexible and on-demand. Lisa is a lifelong learner, who loves words and the ideas and information that words can convey. In addition to her role with Accessible Avenue, Lisa is an audio transcriber who transforms spoken words into written ones that can be archived and repurposed for everything from blogposts to articles and books. She has been an assistive technology trainer, a professional researcher and a phone-based Customer Service Representative. “My mom was deaf,” shares Lisa, “and I can still remember the day we got closed captions for our TV. It transformed her life, and it showed me that I can create clarity for people who want access to the written word—whether in print or braille”!” You can learn more about Ron and Lisa's new business at www.AccessibleAvenue.net. Sunday Edition welcomes your comments, suggestions and of course if you have a question and can't join us live please email me at celebrationac@aol.com

008- Roanne Garcia From a Call Center Agent To a Successful Virtual Team Leader Living in Canada.Roanne Garcia Virtual Team Leader, Canada OT– Hire A Millennial Virtual Assistant Podcast with Karen Po and John Marzan Episode 008Roanne Garcia has graduated as a Hotel and Restaurant Management here in the Philippines. She started working in the corporate world at the age of 18. She works in different big companies as a Call Center Agent. From that experience, Roanne was able to learn how to enjoy work and being in a team, As an experienced Customer Service Representative and a Team Leader, Roanne became an expert on Handling any kind of Situation dealing with any clients from different industries. Roanne Garcia has 10 years of experience in Business Process Outsourcing. she started working from home from since 2016 and even worked as a business development manager in the previous company she worked for. At present, Roanne is Living in Canada with her family and still working at home as a Team Leader for a Real Estate Company in the US. On this episode, Roanne shared how she struggled a lot when she was just starting as a Virtual Assistant – from not having the means to pay for internet and getting her own laptop, that didn't stop her to pursue her career.  Being a Virtual Assistant for nearly a decade, she has been really successful with her career – have a listen to Roanne's story.Here are some of the beneficial topics covered on this week's show:How Roanne started her career as a Virtual Assistant What has changed when she started her career as a virtual assistantStruggles she faced to becoming a Virtual AssistantBenefits of hiring a Virtual AssistantBest advice to all aspiring Virtual Assistants Connect with Roanne at:www.vaflix.comEmail: support@vaflix.comCall: +1 323 955 1001

003- Mira Abuan,  From a Team Leader in a Big Call Centre in the Philippines to a Virtual Project Team Lead for a Real Estate Investor in the US! – Hire A Millennial Virtual Assistant Podcast with Karen Po and John Marzan Episode 003 Mira AbuanMira Abuan is STAR Virtual Assistant and a mom of a 2, she's also part of the VA FLIX family. She used to be a Customer Service Representative and was able to pull her way up to becoming a Team Leader!Mira Abuan started her Virtual Assistant career since the pandemic started, and has been very successful in the world of the Outsourcing Industry, She's currently working as a Virtual Assistant for a life personal Coach in Seattle  Washington and a Virtual Team Lead for a Real Estate Investing Business in Florida! . Mira is already kicking butt in her career in the Corporate world but she wants to spend more time with her family and more time enjoying her life and finding fulfillment. She has had some major changes in her life since becoming a Virtual Assistant about a year ago, and We can't wait for her to share her growth and her success stories with us in this episode.Listen to this inspiring episode with Mira Abuan about her Journey from being a Team Leader in a BIG call center to being a Virtual Assistant Team Lead for a Real Estate Investor.Here are some of the beneficial topics covered on this week's show:Why Mira  Left the Corporate World and chose to become a Virtual Assistant.How she became successful in the field of the Virtual Assistant IndustryThe questions you should be asking yourself before leaving Corporate world.How Mira Changed her life in being a successful Virtual Assistant.What are the task of a Real Estate Virtual AssistantConnect with Mira at: www.vaflix.comEmail: support@vaflix.com 

Stephanie Colon, Customer Service Representative at Cristel Noel State Farm Agency, joined Alex Urpí & Xavier Urpí On “Today y Mañana!” “Today y Mañana” airs every Thursday at 10:15 am on The I Love CVille Network! “Today y Mañana” is presented by Forward Adelante, Emergent Financial Services, LLC, Sombrero's Mexican Cuisine & Cafe and Cristel Noel State Farm Agency.

Clarissa Dean's interest in aviation started while she was enrolled at Mount Allison University in Sackville, NB. During her studies, she met several students taking the Aviation program through her Weather and Climate class, and from there, she was hooked.  Initially she began working for Porter Airlines as a Customer Service Representative, and one year later was accepted as flight attendant for the Halifax base in Porter's 45th Flight Attendant class. One year into her dream job, she accepted the challenge of upgrading to an Inflight Purser until the organization's suspension in March 2020 due to COVID-19. She looks forward to returning to and serving the friendly skies in 2021! Clarissa can be found on Instagram @cjodean.902

A new survey says that 1 in 4 people use their car as an escape during the pandemic. See omnystudio.com/listener for privacy information.

The Pacific Cooperation Foundation (PCF) announced the winners for its Inaugural Pacific Cooperation Foundation Youth Leadership Awards at Parliament on Wednesday.The awards ceremony was hosted by the Hon Aupito William Sio, Minister for Pacific Peoples and Associate Minister of Foreign Affairs. From the culturally, ethnically and geographically diverse country of Papua New Guinea, Minnie Kalo Voi is a second-year student in the Bachelor of Business Management and Economics at Massey University. She is the recipient of the prestigious MFAT scholarship award 2019 and is employed part time by Kiwi Properties as a Customer Service Representative in Palmerston North. Minnie was awarded the PCF Profit with Purpose Award sponsored by WE Accounting.  Minnie joins us on the line all the way from Palmerston North. See omnystudio.com/listener for privacy information.

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

In this Podcast today, I will discuss the company Wine.com. This company is seeking Customer Service Representative to Work From Home. Listen to the podcast for details! --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/thressa-sweat/support

Here are some resources and some of the 15 Tips.  If you send me your email at Contact@HearC.com I will send you the complete list.Face the other person directlyTalk in shorter sentencesParaphrase after the second attemptTake the customer to a low background noise area around 72 decibels with the Hearing Awareness Symbol Up in the designated area. Build rapport by telling a story about someone you know that has hearing lossHuman resource personal cannot ask you about your hearing loss.Keeping Hearing for Connections, Comprehension, Communication, Compliance and a Happy Well-Being Life. Reach out to Teresa at the following links: https://hearcommunication.com/https://www.linkedin.com/in/hearteresabarnesrn/https://www.facebook.com/hearcommunication/https://www.instagram.com/teresabarnesrn/https://www.amazon.com/Sound-Advice-Tune-into-Listening/dp/1982209577https://www.youtube.com/channel/UCQ9TLLKAu7ZxP8lt21f0KswHere is how to get the Free Mini-Course for Hearing Awareness:https://hearingawarenessacademy.mykajabi.com/Guidelines for Recreational Noise:  https://bit.ly/36ml7olHearing Loss Association of America: *https://www.hearingloss.org/ *Association Late Deafened Adults https://alda.org/Effective Communication ADA Guidelines: https://www.ada.gov/effective-comm.htmHelp Veterans Get Service Dogs: https://www.walmart.com/

In this Podcast today, I will discuss the company First source. Listen to the podcast for details! To apply:first hire.taleo.net/careersection --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/thressa-sweat/support

Here is an opportunity to try Kajabi.com for free: https://app.kajabi.com/r/ZzfsTzrA/t/fgkkqx72To Connect with Teresa:  TBarnes@HearCommunication.comI'd love to partner or connect on any of these social media links:https://hearcommunication.com/https://www.linkedin.com/in/hearteresabarnesrn/https://www.facebook.com/hearcommunication/https://www.instagram.com/teresabarnesrn/https://www.amazon.com/Sound-Advice-Tune-into-Listening/dp/1982209577For those of you who want visual and closed captioning  Check It Out and of course, subscribe to Sound Advice: A Hearing Friendly Business Podcast and the YouTube Channel. https://www.youtube.com/channel/UCQ9TLLKAu7ZxP8lt21f0KswThanks go to Doug Sandler of TurnKey Podcast for the opening and close.  If you are looking  to do a podcast. Here is another affiliate link:

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! 

The Migs Report. Today is National Apple Dumpling Day. A couple of dudes have been arrested after being busted for carrying drugs. See omnystudio.com/listener for privacy information.

Jubal Fresh and his wife Alex reveal whether or not they've gone through each other's phones, the Idiot News Network reports which name is becoming increasingly unpopular for babies in 2020 and talk to Walter Jones about the upcoming football season!Let us know what you think on social!Follow us at: @thejubalshow @jubalfresh @thatdreas @evanontheradio

Are you thinking about registering your Arabian Horse but aren't sure how to get started? In this episode, we cover the ins and outs of Registration with AHA Registrar, Debbie Fuentes. Debbie takes us through the steps of registering a foal, from filling out the application to sending in a DNA sample. Learn why registering your foal is so important, get to know the various forms and procedures that are needed, and receive insight on a few frequently asked questions. All resources and forms for registration can be found via the Arabian Horse Association website: https://www.arabianhorses.org/additional/forms/registration-forms/ For more information regarding Registration, reach out to a Customer Service Representative at 303.696.4500 or email info@arabianhorses.org

Welcome to Navigating the Customer Experience Podcast, in today’s episode I will share some great thoughts that I have been having. It’s so unfortunate that all across the globe, we are all having to deal with this pandemic but what is interesting is I have been doing a lot of reading and doing a lot of research and I have really been seeing a lot of organizations pivoting their business in the whole thrust of trying to survive and thrive during this pandemic. I would like to share some thoughts I have put together regarding how it is that you can navigate your online customer experience. With the advent of COVID-19, the online customer experience is fast becoming the new benchmark for which customers measure the level of service a company offers. In a practical way, the online customer experience may in some instances replace the face to face customer interaction especially for those business places that officially had to be closed. Companies, entrepreneurs or solopreneurs must revisit their avenues of customer interactions including their website, social media pages and other platforms and ensure the user experience isone which creates a favourable response for their customers. The customer online engagement has skyrocketed in every part of the world as we continue to experience quarantine and restrictions in our movement. This means ensuring that every channel available for customer engagement must be functional. Now is a great time for businesses to do an audit of all of their service channels including online solutions and make sure everything is working well. The audit process may reveal functional or integration issues on your website. Websites along with social media platforms that are not optimized will require the necessary adjustments to be made. Your customers want to receive fast, reliable, efficient service even though they are under quarantine. I have seen a few local companies here in Jamaica adding WhatsApp as a channel for placing orders, however, the most important step to apply is to ensure the channel is monitored. I sent a WhatsApp a few weeks ago for a prescription to be filled at around 10:35 am for a close friend of mine and the message was received and read, however, no one responded to the message to confirm receipt or even to advise if we’ll be able to pick up until 2:30 pm! Ensuring that you assign a dedicated person to monitor these channels if they are to be included as part of the online sales channel and customer experience is critical. The best category of WhatsApp that you should be using as a business is WhatsApp for Business and there are some features that this particular platform facilitates:   It allows you to broadcast messages for up to 256 contacts It’s automated communications allows you to provide greeting messages, away messages or even quick repliesfor example: If the customer sends you a message, they could get an automated response that says, “We’ll get back in touch with you within 24 hours” or “We’re closed and will open back at x time” | Quick Replies allows you to respond with a pre-written message to the customer WhatsApp Business App can also act as a CRM (Customer Relationship Management). Basically, WhatsApp can provide that as a tool for your business. The ‘labels’ feature in WhatsApp for Business allows you to tag contacts just like in a CRM application. You can add ‘labels’ to the customers that are frequently contacted or add the label during the messaging process. Once you tag the customer with a label, you will be able to create groups and create broadcasts based on labels you have assigned. WhatsApp for Business is a great tool to employ in your business if that’s something you’re not currently using but most importantly, you must have a designated person who is going to monitor that channel. Another big thing that you should think about is, Is your website customer friendly and easy to use? If not, now is the time to revisit and review the content being shown. Think about your website as your physical store. The customer must have the ability to not only window shop, but should also be able to make a purchase through your website. The information and content provided must be clear about what you offer and how they can access it. A customer will visit your site and see many things happening all at once. Your website page layouts, font choice, images, the content, and the purchase power (where applicable) influences whether customers will decide to make a purchase. Recently, I had to insure my motor vehicle because the insurance expired and I visited the website of my insurance company. It seemed that they allowed third party bank transfers, however, the participating banks were only three (3). Their option for credit card payment was only available via a third party payment agency which would mean that I would have to sign up for an account with them. After exhausting all research online for my options for payment, I decided to visit the location in person. After completing the payment, I asked the Customer Service Representative why their company wasn't listed on the platform for all banks and of course she was unable to answer. You need to be aware of how accessible your services are to your customers especially during this time when we all have to reduce our face to face interactions with each other. Another not so great example I had was with my bank. I visited their website to see what options they had available for credit card payments during this time. I wanted to get immediate feedback and so I opted to click on their button for Live Chat. However, after sending my question and being assigned a representative and their name was even provided, no one responded after thirteen (13) minutes of waiting. So, I’ve signed on onto this Live Chat, I’ve seen that Colleen is the representative that’s assigned to the conversation, sitting, waiting, waiting, waiting, 13 minutes elapsed and I’m just like this is clearly not working. Businesses must ensure that features including Live Chat are being actively managed by someone to respond quickly to any customers’ query or concern. An automated estimated response time should also be given to customers who are using your Live Chat communication. This ensures that expectation in terms of wait time is provided up front. Additionally, functionality in the form of clickable buttons on your website should be tested to ensure that they are actually working. Another great area for improvement that you should look to improve is doing an audit of your Social Media brand. Review the platforms that you are present on - Instagram, Facebook, LinkedIn, Twitter, YouTube, Pinterest. According to Statista there are 2.4 Billion active users on Facebook as at December 2019, YouTube has 2 Billion active users, Instagram has 1 Billion active users, Twitter has 330 Million active users, LinkedIn has 303 Million active users. Your customers are hanging out now more than ever on these platforms either for recreation, entertainment, browsing or for their own businesses. If your opening hours have been adjusted or you now offer delivery or curbside pickup or you have a Sales Offer, this type of information needs to be updated on your social media platforms because this is where the customers are spending most of their time. Recently, I noticed that it is easier to visit a business’ Instagram page to confirm whether their restaurant or business is open and their adjusted opening hours. Google shows their opening hours as normal as if there were no changes to the opening hours which is rather misleading. Let’s say for example the business is normally open from 8:00 am to 5:00 pm but because of COVID-19, their business hours have been adjusted to 8:30 am to 1:00 pm, because they haven’t updated their Google business account then Google is still demonstrating their regular opening hours as if business is still operating as usual. So basically you need to visit your Google Business account and ensure that whatever adjustments you’ve made base on information that you’ve put out to the public it is consistent across all platforms. So if I type in your name in Google and it comes up, your adjusted opening hours should be there clear and visible. There are applications that can also provide a seamless integration to make the update a one time process. Since this pandemic, I have seen customers really being more expressive on social media platforms about their shortcomings, issues and challenges with various companies. I urge you to ensure that when your customer makes a negative post on any of your social profiles, please do not delete it. Deleting the comment does not remove their experience, it does not help the situation. Every device has the brilliant capability of taking a screenshot and yes you have deleted it but it does not mean it is gone. Please prepare acommunication response plan that you can use to respond to these comments, you must show some form of empathy in the form of an apology, kind words and of course some action as to what are the next steps the customers can actually take. You should also try to migrate the conversation off of the public platform and re-direct the customer to a direct message (DM) or telephone call them to have the issue resolved or explained. You can say something like “We sincerely apologize for any inconvenience this delay may have caused, we will be sending you a direct message to see how best we can resolve the matter.”“What does this show?”It shows your customers who view the comments that you are human and you are willing to fix an issue rather than just delete it. Another grave mistake many companies make is remaining silent when negative comments are being hurled all over their page/profile. Please note that remaining silent does not help either because it sends a message that you don’t care. If the customer was standing directly in front of you, would you ignore them, would you remain silent while they’re complaining? So why would you choose that approach online? Be compassionate and show your customers that you value them and their business. When this pandemic is over, the companies that will thrive are the ones who showed compassion, empathy and care when their customers needed it the most. Take Aways from this conversation: Audit all your online platforms and ensure they are functioning at full capacity Be responsive on all platforms. This can be done by yourself or having a dedicated set of persons who have direct responsibility for responding. Remember when you are online the general expectation from a customer is an instant response Create a communication response plan for when things go wrong with the service experience because they will go wrong at some point. Life isn’t perfect and things will go wrong. You must know what you are going to say and do and so should the members of your team Ensure your online experience is effortless and your customer is not confused by how to navigate your website in order to get the delivery or the request processed Focus more on your social media engagement and build your community - engaging on social media is a fantastic way to keep your brand top of mind all while delivering value to your customers Reassure and Inform Your Customers - the most important part of navigating the online customer experience is keeping your customers informed of adjusted opening hours, updates to any delivery policies or a new way to reach Customer Service. It is important that your customer feels connected and they know exactly what is going on Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience! Listen to past episodes of Navigating the Customer Experience | Join Our Mailing List for future articles, podcasts and videos on Customer Experience Please share any steps, practices or ways that you have pivoted and enhanced your customer experience since COVID-19  

Alison Gutterman is the President and CEO of Jelmar, the unique, family-owned cleaning products manufacturer of CLR® and Tarn-X® products. As the third-generation family owner, Alison has brought the company unprecedented success with her modern approach and leadership techniques. As a Chicago Tribune article covering Alison's succession in Jelmar and successful transition to president and CEO stated, “Through passion, perseverance, and planning, Gutterman has helped Jelmar defy the odds.” Gutterman began her career at Jelmar in 1993 in an unusual way – without a desk or a job title. Having earned her BS degree in Speech Communication from Syracuse University, she knew that consumer research was the key to success. Gutterman worked her way through various jobs including Customer Service Representative, Vice President of Sales and COO. She later received an MBA from the Kellogg School of Business at Northwestern University in 2002. In 2007, Gutterman's father, Arthur, passed the reigns of the family business down to Alison. Gutterman resides in Skokie, IL and is a single mother of two children (Michaela and Eli). What you'll learn about in this episode: Alison's journey as a business leader How Alison became the President and CEO of Jelmar The leadership challenges Alison faced as a woman in a family-owned business How the cleaning industry has been impacted by the global pandemic How Alison has navigated the COVID-crisis as a business leader Pivots Jelmar has made in response to the pandemic Alison's rebranding efforts and what they will accomplish What is in store for the future of Jelmar Resources: Website: https://clrbrands.com/ LinkedIn: https://www.linkedin.com/in/alisongutterman/ https://www.linkedin.com/company/jelmar/ Facebook: https://www.facebook.com/CLRCleaners/ Twitter: @aj_gutterman @CLRCleaners Lead From the Front Alison Gutterman is the President and CEO of Jelmar, a cleaning products manufacturer most known for their products CLR® and Tarn-X®. Jelmar has been a family-owned company for three generations, but Alison is the first female leader to take the reigns. With a modern business mentality and leadership techniques, Alison has brought Jelmar great success since 2007. These are unprecedented times of uncertainty for business owners and business leaders across the globe. For Alison, it is not her first rodeo. In this episode, Alison shares her story and discusses the challenges she's had to navigate as a business owner in the COVID-crisis. A Natural Born Leader Alison is a natural-born leader who could outwork anyone in the office, but she didn't always get the benefit of the doubt. Jelmar turned out to be a proving ground for her; a trial by fire. She was managing teams of men who were twice her age and they didn't always give her the respect she deserved. Alison couldn't shake the nepotism stigma through goodwill alone, so she stepped up to the plate and let her results speak for themselves. She took those skills and that mentality with her into the future and it is part of the reason Jelmar has been running strong through 9/11, 2008, and now the global pandemic. Opportunity in Disguise Since Jelmar is a cleaning products manufacturer, Alison has been fairing well amidst the global pandemic. It is a great thing to see that not all businesses are struggling, but Alison feels a sense of guilt as well. While some of her friends are restructuring their business models to keep the wheels turning, the only problem Alison has is trying to keep her products on the shelves—a good problem to have. Nevertheless, her partners have payroll to make and mouths to feed too, so everyone is doing what they can to make this work. Jelmar is currently preparing to launch a rebranding campaign and they still have their sights set on the future despite all of the chaos around us. Sometimes chaos is just opportunity in disguise.

Read the full Show Notes and search through the world’s largest audio library on Scrum directly on the Scrum Master Toolbox Podcast website. The Great Product Owner: The Ex-Developer with a focus on Outcomes Great Product Owners are often good at communicating, and this example is no exception. However, there are some aspects that make good communicators even better at Product Owner: being available and able to understand the type of questions that developers and testers have when implementing their ideas. In this segment, we talk about the ex-developer PO that was much more focused on the goals of what was being done, but was also able to speak the language of developers. The Bad Product Owner: The Task Master Imagine a PO that goes into a team meeting, and spends their time focused on the tasks. What was done, what was not done and why? The blame game is a sure consequence of that attitude. In this episode, we talk about the task-focus some PO’s have and how that hinders the team’s ability to deliver a valuable increment of their product.   Are you having trouble helping the team working well with their Product Owner? We’ve put together a course to help you work on the collaboration team-product owner. You can find it at: bit.ly/coachyourpo. 18 modules, 8+ hours of modules with tools and techniques that you can use to help teams and PO’s collaborate.   About George Mathews George Mathews is a Scrum Master at SentryOne for two fully remote teams. Prior to that, he had experience as a Customer Service Representative, Operations Analyst and Finance Technical Analyst allowing him to employ a broad practical point of view as he coaches Agile teams at SentryOne. You can link with George Mathews on LinkedIn.

Read the full Show Notes and search through the world’s largest audio library on Scrum directly on the Scrum Master Toolbox Podcast website. When the team feels pressure from the outside, the behavior of the people on the team changes. At first, it might be simple things, like being late or forgetting to get back to a team member, but later those problems may escalate to full-out conflict. In this segment, we talk about the importance of learning when the team is stressed, and work through those causes for stress as Scrum Masters. In this episode, we refer to an #AgileOnlineMeetup with Bob Galen where he shares his perspective on how Scrum Masters and Agile Coaches can ensure that their own stress levels are not overwhelming.  Featured Retrospective Format for the Week: Simpler is better George favors a simpler retrospective format for the retrospectives he hosts. In this segment, we explore some of the simpler formats we can use, and why their use matters for the team.   About George Mathews George Mathews is a Scrum Master at SentryOne for two fully remote teams. Prior to that, he had experience as a Customer Service Representative, Operations Analyst and Finance Technical Analyst allowing him to employ a broad practical point of view as he coaches Agile teams at SentryOne. You can link with George Mathews on LinkedIn.

Read the full Show Notes and search through the world’s largest audio library on Scrum directly on the Scrum Master Toolbox Podcast website. There was a team where the team members and the manager did not have a good relationship. George understood this was a problem for the team, and the manger and tried to help them transform their relationship.  In this episode, we talk about how we can help teams and their managers or stakeholders build a collaborative relationship.    About George Mathews George Mathews is a Scrum Master at SentryOne for two fully remote teams. Prior to that, he had experience as a Customer Service Representative, Operations Analyst and Finance Technical Analyst allowing him to employ a broad practical point of view as he coaches Agile teams at SentryOne. You can link with George Mathews on LinkedIn.

Read the full Show Notes and search through the world’s largest audio library on Scrum directly on the Scrum Master Toolbox Podcast website. Team members in many organizations share their time across multiple projects. That brings a lot of problems that are often ignored because “on paper”, the team members can easily share their time between projects. However, as Scrum Masters, we know the reality is very often much harder for those same team members. For example, team members start missing important ceremonies, like planning meetings or are unable to help each other (because they are working part-time in different projects). The multi-project productivity myth is a serious problem, and in this episode, we talk about the consequences and what we can do as Scrum Masters to help our teams survive those difficult situations. In this episode, we also mention an article about the importance of having one-team, one-goal. Featured Book of the Week: Turn the Ship Around! By David Marquet In Turn the Ship Around! By David Marquet, George Mathews discovered an inspirational book about leadership. David Marquet has been a guest on the #AgileOnlineMeetup, and you can watch his interview here.   About George Mathews George Mathews is a Scrum Master at SentryOne for two fully remote teams. Prior to that, he had experience as a Customer Service Representative, Operations Analyst and Finance Technical Analyst allowing him to employ a broad practical point of view as he coaches Agile teams at SentryOne. You can link with George Mathews on LinkedIn.

Read the full Show Notes and search through the world’s largest audio library on Scrum directly on the Scrum Master Toolbox Podcast website. When George joined this company, he was told that they were already “pretty agile”. This is usually a sign that somethings are not really working well, and this was no exception. When he joined, George found out this was a project manager-driven organization, where project managers tried to get the work done but wanted to reduce the budget at the same time. The anti-patterns followed, and George learned a few important lessons about being a Scrum Master in a project-driven organization. In this episode, we refer to the episode with Bas Vodde, where we discuss organizing product development without projects, and the #AgileOnlineMeetup with Bob Galen where we talk about the self-care Scrum Masters and Agile Coaches must take to sustain their work over the long term.   About George Mathews George Mathews is a Scrum Master at SentryOne for two fully remote teams. Prior to that, he had experience as a Customer Service Representative, Operations Analyst and Finance Technical Analyst allowing him to employ a broad practical point of view as he coaches Agile teams at SentryOne. You can link with George Mathews on LinkedIn.

Shanayla Sweat was frustrated with her career as a customer service representative, when she quickly realized that this career will never offer her the lifestyle she desires. ⁣ ⁣ Thanks to her college instructors, who peaked her interest in technology careers, today she’s not only a technology consultant but also a successful entrepreneur ⁣ She’s created a blueprint to help other customer service representatives start an IT career and offers a 15% discount to that program with code

Tonight's Guest WeatherBrain is the President of CX Markets, which is a division of the financial firm Cantor Fitzgerald.  CX Markets has recently launched a product called TradeWeather, which is the first regulated short-term weather futures market design for small businesses and individuals.  He's also a pilot with 8,000 flight hours and is a dedicated weather enthusiast.  Rich Jaycobs, welcome to WeatherBrains!  Our first Guest Panelist is a 6-time Emmy winning meteorologist from Channel 41 Action News KSHB-TV in Kansas City, Missouri.  He is also the Founder of Weather 2020 and appears frequently on WeatherBrains.  Gary Lezak, welcome back!  Our second Guest Panelist is the brains behind tonight's presentation and is Market Analyst and Customer Service Representative for TradeWeather, which is provided by CX Markets.  A. J. Grossbardt, welcome to WeatherBrains!

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...

Ken Franczek was born in Toronto, Ontario in July of 1966 and was raised in a middle class neighborhood in Stony Creek Ontario. At sixteen, due to family issues, Ken found himself homeless in Toronto where he spent the next three years until the age of nineteen. During that time, he utilized a number of different support services and was able to progress past the subculture of the streets and with significant help from these same support groups was able find his first meaningful employment with a company called Ginger’s Bathrooms in Toronto Ontario. In his twenties, Ken took on a number of labour related jobs while at the same time earning his Secondary School Graduation Diploma through correspondence. In 1994, Ken made the move to move Western Canada for a new start and new opportunities. Once arriving in Alberta, Ken had found himself still only able to secure a number of unskilled labour and junior sales type positions. In 1997 Ken began his employment with Crystal Glass Canada Ltd as a Customer Service Representative. Ken progressed rapidly thru a number of promotions and increasing levels of management within the Crystal Glass organization. Ken’s current position is the General Manager of the entire Crystal Glass Canada Ltd. group of companies. Over the past 10 years, Ken has managed to leverage his success within the Crystal Glass organization into a number of addition business opportunities and partnerships. Ken’s list of addition business interests include; Owner/Partner of Around the Clock Advertising; a successful digital billboard advertising company located in Edmonton Alberta, Owner/Partner of The Firm Sports Management; an international sports management company representing professional athletes from across Canada and the United States as well as Excel Business Coaching and Mentoring, a professional business coaching organization. Which focuses on One-on-One personal and business development to young entrepreneurs. Ken attributes his recent successes to “life lessons” and “street smarts” along with “good old fashioned hard work”.

Google may be introducing a follow up to Google Duplex that will allow Google Assistant to wait on hold for you until a Customer Service Representative picks up. It would be the greatest thing ever. Our Roundup features stories about Best of IFA wards from Android Authority and SoundGuys, Huawei’s Google Play workaround, going hands-on with the Huawei Mate X, Apple’s response to iOS exploits, and our air taxi dreams getting closer.  www.dgit.comLatest Dgit Daily@DgitDailySubscribe! Check out other shows in our network! Android Authority PodcastSoundGuys Podcast

For almost two years , I worked with a Telecom company as a customer service agent, It was such a challenging role to deal with those Customers that could be disappointed by our services but at the same time I learnt 3 skills that I am still using till today to confront many life challenges, let me know if the video has been helpful to you or not... Instagram @justlikewiseman

Summary:  Today, we're going to discuss when it's appropriate for FIs to implement ATM video solutions. As we all know the banking industry continues to transform and FIs have to transform along with it, but this doesn't always mean that the same solution will work for every FI. Video solutions can be tricky and may or may not be the right solution for your customers. Our panel today will discuss how you will know whether or not video is right for your environment. Related Content: Blog: Interactive Video Teller: Another Dimension of Self-Service Blog: The benefits of looped Cash Cycles: A Conversation with Volksbank Albstadt COMMERCE NOW Website Diebold Nixdorf Website   Transcription: Scott Anderson:               Hello, I'm Scott Anderson and I'm your host for this episode of COMMERCE NOW. On today's podcast we welcome Diebold Nixdorf's Chris Gill, Senior Director of Global Advisory Services, Dawn Winston, Senior Product Manager DN Banking Teller Products and, Brendan Thorpe, Senior Global Demand Lead for Banking Software. Scott Anderson:               Today, we're going to discuss when it's appropriate for FIs to implement ATM video solutions. As well, we all know the banking industry continues to transform and FIs have to transform along with it, but [00:00:30] this doesn't always mean that the same solution will work for every FI. Video solutions can be tricky and may or may not be the right solution for your customers. Our panel today will discuss how you will know whether or not video is right for your environment so let's dive in. Scott Anderson:               Dawn, I'd love to start with you to sort of set the stage here. Can you give us a quick overview on the video solutions that Diebold Nixdorf has brought to the table today from a product standpoint? Dawn Winston:                 Yeah, absolutely and Diebold Nixdorf is committed to [00:01:00] offering several different video teller solutions to financial institutions, banks, and credit unions and really we want to be able to offer what makes sense to a financial institution's business model and branch concept model. So if you, as an institution, are more interested in furthering your customer or member experience and making sure that you have that personal touch or the interaction with an employee at your [00:01:30] institution, then you would be more interested in something interactive video teller. Dawn Winston:                 And that interactive video teller, essentially, allows the teller to drive the entire transaction session with the consumer standing at a service device, with the consumer just offering input or approving transactions, and that does allow the teller to have that longer touch time with your customer or your member. So they can do things like [00:02:00] improving that customer's experience or even doing things like upselling to your customer or member. Dawn Winston:                 And then we do offer another solution that really is more about switching your staffing model. So maybe you want to transition some of your teller staff to do other roles like selling or marketing some of your products and you're more concerned about efficiency of your financial institution, so in that scenario they're not spending as much [00:02:30] touch time processing transactions. They really are focused on doing things like cardless authentications or overrides and approvals of checks and the transaction at the consumer's end switches back into a self-service mode freeing up more time for your branch staff or your central office staff to work on other roles within your institution. Scott Anderson:               Great stuff, thanks for sharing that. And given some of the capabilities that our portfolio offers today in the marketplace, Chris, I'd like to [00:03:00] ask you from the perspective of our advisory teams and the customers you're speaking with, what are some of the more common use cases for the deployment of video by banks and credit unions today? Chris Gill:                             There are really three different categories of use cases that we've seen in the market. Chris Gill:                             The biggest one is really around improving branch operational efficiency and in this case the institutions are looking to impact the staffing costs in the branch where they're servicing the drive-up, and they may have certain tellers that [00:03:30] are servicing the drive-up. Whereby replacing the drive-up lanes with ATMs with two-way video, they can impact the staffing levels in the branch and reducing the costs of operating those branches. At the same time, sometimes, there are some branches where the drive-up area is removed from the lobby area, and it creates some inefficiencies in handling branch traffic, so a video solution there can again, help with the operational efficiency [00:04:00] and require less staffing. Chris Gill:                             We do see there are some instances where there are certain types of branches where the use case is more compelling. We've had a couple customers that are looking at in-store supermarket branches where they're eliminating the teller counter and replacing it with ATMs with two-way video. That way they can focus in those branches on opening up new accounts and interacting with people in the store and not doing transactions so that's kind of [00:04:30] one use case in this category. Chris Gill:                             Another one would be where they have branches in smaller markets or remote markets, where the low transaction volume branches, yet they still have to maintain a certain minimum level of staffing to handle transactional activity. And in those cases again, they could really eliminate the teller role but still provide the routine transaction capabilities but with video agents instead of tellers in a branch. So for the most [00:05:00] part improving operational efficiency is really the primary business case. Chris Gill:                             Now, I think the use case around institutions that are looking at expanding their branches into new markets or to fill gaps in their existing markets, but they're looking to do it at a lower cost. So we've had discussions with a number of organizations that the opportunity here is to build a branch where they can still provide routine transactions using video, and they [00:05:30] have a couple people in the branch that are there for customer service and opening up new accounts. So it's perceived as a way of not having to spend as much money on a new branch, but they can still provide that face-to-face service albeit over video. Chris Gill:                             And then the last kind of use case that we've seen is around improving customer convenience and hours of operations. So some institutions have video tellers that are available until [00:06:00] let's say 7:00 PM or even 10:00 PM, that provides a competitive advantage in the market where they can provide teller service at longer hours of service. Or we've seen a couple institutions that are in markets where they are competing against institutions that are seen in stores that are offering longer hours and so their competitive response is offering video to match their competitor's hours of operation advantage. Chris Gill:                             So in North America, I would say those are really the key use cases. Now in, [00:06:30] outside of the US, we've seen, typically in the Middle East, where they're using video primarily from an expanded transaction set point of view. So for example, the Middle East where they can provide greater withdrawal amounts in cash leveraging video rather than enabling at an ATM, so they can provide longer hours for that but provide that capability leveraging an ATM with video. Chris Gill:                             So again, in some markets they're looking at the [00:07:00] ATM with video as an opportunity to provide additional transactions that cannot be done on a standard ATM. Scott Anderson:               Interesting, so lots to think about for financial institutions who are trying to make some decisions around what video might look like as part of the retail banking strategy. What do you think some of the key criteria that institutions need to consider when they're contemplating video as part of their retail banking strategy? Chris Gill:                             So I think there are really three different areas that institutions need to consider when contemplating [00:07:30] video. Chris Gill:                             Number one, is looking at their customers and members, currently serving or in the markets that they're looking at serving. So we've done some research in this area around consumer acceptance of self-service and video and not surprisingly younger consumers tend to be more self-service oriented and so they tend to have a higher level of interest in video than older consumers okay. So looking at your existing customer [00:08:00] member base, or the markets that you're in, it's important to really look at the characteristics of those consumers and are they more open to using alternative methods to doing their transactions than other segments are, so I think that's number one. Chris Gill:                             Secondly, is important to look at what kinds of activities are they doing, are you doing in the branches and again, to some extent, the customer mix. So are you doing fairly routine deposits and withdrawals in your drive-ups [00:08:30] or in the lobby that can be easily moved over to being done over video, or contrast, do you have a lot of business customers coming to the drive-up and they're making large deposits that involve coin, or do you have a lot of check cashing transactions at your branch where customers or members are looking for cashing checks to the penny. If that were the case then that maybe, that would probably, be less attractive as an option for a branch to deploy video. Chris Gill:                             And then [00:09:00] I think the third thing is you need to look at branch specific factors from a location and site point of view. So for example, if you have a branch that's located on a high traffic road where there's a lot of road noise, that may not be a good candidate for video just due to some of the issues around the engagement, and the customer experience over a drive-up ATM, maybe less conducive to an area where there's a lot of noise for example. So I think it's important to look at the characteristics of [00:09:30] your existing branches as well when determining whether it's the appropriate location for video. Scott Anderson:               Great, thanks Chris. Brendan, anything you wanted to add to that? Brendan Thorpe:              Just to pick up on some of the points that Chris was making. One of the key things around video is making sure that users have a great customer experience when they're actually using the video solution. There's a couple of key factors that will play into that. Brendan Thorpe:              One of the key messages Chris was making was really you've got to think about what it is that you're actually going to deliver [00:10:00] using video. Typically, it's not going to be your general transactions. It's going to be transactions where something's either gone wrong or somebody needs assistance with something. So straight away you're pushing it down into some of the lower volume transactions, some of the more difficult things. Brendan Thorpe:              So obviously one of the key things is once you get to that point you're either frustrated because you can't move forward, or you're in a situation where you really do need help. The system needs to be responsive, so the teller needs to be available to come online. [00:10:30] So you've got to look at the type of transactions, what the volume is going to be of those transactions, how you're going to staff it to make sure that consumers aren't standing at an ATM blocking it from other people but aren't getting frustrated because it's not getting responded to quickly. But also making sure that the teller on the other end is capable of actually delivering the transaction that they're looking for. Brendan Thorpe:              If you get that mix wrong, you're going to end up in a situation where people will try video and then will fall away. They won't use it again. So for [00:11:00] video to be successful, it's got to deliver something that you can't do with a card and a pen. Something that's a little bit unusual. It maybe at a stress situation where you've lost your wallet, and you need access to cash services quickly, and it's a great way to do it or it could be, as Chris says, drive-up ATMs where typically you may have had somebody using vacuum tubes and a glass tube but now you've got a machine there. They still get the same kind of experience and it's immediate. Brendan Thorpe:              However, you do it have a clear vision of what it is you're trying to deliver, the transactions [00:11:30] that you're trying to deliver, and understand how you're going to staff it and make sure that customers get a good experience. Brendan Thorpe:              I don't know if you'd add anything to that Chris? Chris Gill:                             I think it's really important to understand typical consumer behavior and the typical consumer that maybe using video. Chris Gill:                             So in today's environment a customer that comes to a branch, their mindset, is they're going to either park their car, walk inside, and do a transaction at a teller or they're going [00:12:00] to drive up to an ATM lane and put their transaction in a tube. So in the latter, the first case, they're expecting to walk inside the branch and so if you've got an ATM in the vestibule that's running video, but you have a teller inside, a consumer is not likely to stop at that ATM and use that for video teller when they can walk inside and use the regular teller. Chris Gill:                             So one of the things that we've seen is if you give customers options, one of which they're already very comfortable with, and the other that they've never experienced, they're always going to default to [00:12:30] the option that they're most comfortable with. And we've seen some institutions that have deployed video in the lobby or the vestibule, but they also have full-service traditional teller services inside and that has resulted in very low transaction volume using video because they're giving customers an alternative or different options, one of which they're very comfortable using already. Scott Anderson:               So Chris, with all of these criteria and the different options that FIs have to consider, what are some of [00:13:00] the key drivers to finding an accept rate of investment on video? Can you share some examples of what might be required to achieve an acceptable ROI? Chris Gill:                             So there are a couple factors there. One is really around the staffing ratio for the number of video agents per video ATM. So typically, we will see 1.5 to 2 video units per video agent. Going with that kind of a ratio you need to have some cost take out on the teller side in order to balance that. So [00:13:30] quickly we have to say for every video agent you need to reduce this 1.5 to 2 teller staff in order to get the appropriate ROI. Chris Gill:                             So the staffing ratio is very very critical into achieving the ROI. Yet, at the same time, critical in that if you don't have the right ratio you could lead to a suboptimal customer experience because the customer will be waiting much longer than desirable for a video agent to become available. Chris Gill:                             The other key factor is really [00:14:00] the scale of deploying video terminals. So what we have found is that given the upfront investments for video, it's important to deploy video at a minimum of six to eight locations, if not more, to really get that full ROI on the solution because if not, then you're looking at a much much higher cost per transaction then you would by deploying it at multiple locations. Scott Anderson:               Got it. Thanks so much for that. What in your opinion, Brendan or [00:14:30] Chris, are some of the characteristics of institutions that have been most successful in deploying video to date? Brendan Thorpe:              So from my perspective the ones who've done video the best have all had a clear understanding of what it was they were trying to achieve from a customer experience perspective. They knew the transactions they were trying to deliver and they were very focused about it. Brendan Thorpe:              I think it's also important that at the end of the day video is a multi-channel activity. It's one of those things that generally covers a whole range [00:15:00] of different channels. You can deliver video on mobile. You can deliver video on a self-service terminal. You can deliver video at kiosks in branch. Brendan Thorpe:              However, you do it, delivering something that is purely just self-service, in isolation, and not integrated into the branch environment, which are the ones that have been really successful have done, is leading yourself down a route where you're going to basically build a lot of costs that's not going to deliver the kind of return that [00:15:30] you're looking for. Brendan Thorpe:              Chris, I don't know what you'd add to that? Chris Gill:                             The most successful deployments are where it's really an integral part of their strategy and achieve certain objectives and they really have defined the use case most effectively and then deployed the right configuration of video. Chris Gill:                             I would say the other characteristics of leading institutions are they really demonstrated a high-level of execution of the video concept. So they thought through [00:16:00] the people that are working that are handling the calls. They well thought through the transaction set and the desired experience. They are measuring the right things in evaluating whether they're getting the return on investment. Chris Gill:                             But I think, as a side note, I think what institutions really need to recognize is that most consumers have never had an interaction over video from a banking point of view. So from our experience, the imperative is on delivering a great experience [00:16:30] the first time they use the technology because if they don't have a good experience, they will not use it a second time. So all too often institutions that have rolled out video haven't executed very well and as a result they're not getting the user take up and user adoption that they're hoping for with respect to video. Brendan Thorpe:              As Chris says, that's one of the key symptoms of poor implementations, and we've seen that in some very very large implementations in the US. [00:17:00] Where it's just been deployed for general transactions without having a clear vision of what they're actually trying to deliver beyond the different experience, and it does deliver a different experience, but you don't get the repeat usage and that's critical to making video successful. Scott Anderson:               So with all of this in mind, and as financial institutions are grappling with do I or don't I consider video as part of my strategy, Chris, what other alternatives do we have versus investing in video [00:17:30] that might achieve similar objectives and what should they consider before going down a video path? Chris Gill:                             Well, so I think there are a couple different options, and I'm sure Brendan can chime in after as well. Chris Gill:                             First, is the objective really is to prove operational efficiency and reduce operating costs at the branches. Then making sure that the institution has appropriately leveraged their existing investments in ATM, online, and mobile functionality that improve customer convenience [00:18:00] and migrate routine transactions to self-service. Chris Gill:                             I would say a majority, a high percentage, of institutions that we work with have not fully taken advantage out of investments in deposit automation on the ATM or mobile deposit or things like person-to-person payments for example. So I think the first step is to really make sure you're getting the most value out of the investments you've already made in self-service and digital channels. Chris Gill:                             I think secondly, [00:18:30] is if you're again, looking at migrating certain activities to a lower cost channel, is looking at the functionality of your existing ATMs for example, and it maybe a better use case to increase the functionality of your existing ATMs, which could therefore move additional transactions to that channel, rather than laying in the additional costs of the video infrastructure. And to that end, we're seeing institutions that are doing core integration, [00:19:00] adding additional functionality to their ATMs, that can achieve that objective. Chris Gill:                             And then last but not least, I would say some institutions are looking at tablet integrating where for certain kind of exception transactions like over the limit withdrawals or enhanced funds availability on a check deposit for example, that could be enabled via tablet integration. Where someone in the branch could get alerted that there's someone [00:19:30] at the ATM and wants to get a thousand dollars in cash. They can approve that transaction without requiring a customer to interact with a video agent. Chris Gill:                             So I think there are a number of alternatives to investing in ATMs, video ATMs, that actually offer a more compelling return on investment than the video route. Scott Anderson:               Brendan, anything to add to that? Brendan Thorpe:              Yeah, just to pick up on a couple of points Chris made because there's some really good good ones that he made there. If you look at, let's [00:20:00] just pause video for a second. Let's look at branch. Brendan Thorpe:              Branch, at the end of the day, irrespective whether somebody's coming in via self-service, somebody's coming in via another mechanism, the most powerful thing you can do within that environment is start to link up those systems so that they can all work and adding video to that adds another dimension to that system in terms of the ability to make sure that customers are getting service quickly, easily. They can use the channel of their choice, and they can interact with the financial institution [00:20:30] in the way that fits them best. Brendan Thorpe:              Now, for some demographics that means going to the teller. For other demographics, that means they'll always choose self-service. Others will do everything they can through mobile. There will be a very strong place within that for some form of self-service transaction whether somebody is doing that through mobile, somebody's doing that through a traditional self-service device in the form of an ATM, where they need assistance and that assistance can be provided either by somebody walking up to them saying hey, can I help you, without [00:21:00] using a tablet, or it could be provided remotely by somebody using a video solution. Brendan Thorpe:              One of the things that DN brings to this, and I think this is absolutely unique in the market, is that when we look at how we deliver that solution, it's delivered using the same base technology. To give you an example of this, if you were at a self-service device, and you hit a help me button and that help me button is connected into our systems, it goes into the same queuing mechanism irrespective of whether it's being directed to a tablet, because the [00:21:30] branch is open, and you're going to get assistance from somebody walking up to help you, or if it's out-of-hours, it's going to go in that same queuing mechanism and then get allocated to a video teller who can then interact with you. Brendan Thorpe:              So all of this technology is connected and integrated into a solution that's focused on one thing and that's giving consumers a great experience within that financial institution's systems and that's really important. Scott Anderson:               That's great. That very important point Brendan and a wonderful segue. Dawn, I wanted to sort [00:22:00] of present you with the last question. We have some fantastic perspectives and needs in this marketplace around assisted service, video in particular, so what does the future look like for video solutions within our Diebold Nixdorf Portfolio? Dawn Winston:                 Yeah, so we are not really changing what we will be offering from a consumer standpoint so what the customer or member necessarily will be seeing. We'll still be offering both incarnations of the solution that I mentioned at [00:22:30] the top of the podcast. Either the full interaction throughout the entire session if a teller or a representative at the FI or just the video assist option where the teller or the employee comes into give overrides or do that cardless authentication. Dawn Winston:                 What we really will be focusing on the future at Diebold Nixdorf is our, kind of our Commerce Now slogan, Beyond Omni-channel. So we want to make sure that, as [00:23:00] Brendan mentioned, if they want to start a transaction on a mobile device or start it on their online banking or what we've been mentioning so far here, start it in a self-service channel. We can easily pause a transaction or hold on to that transaction and resume it in another channel, and because we have the advantage of a common transaction processing engine, we have the infrastructure built in order to be able to easily move [00:23:30] seamlessly from one channel to another so that you can pre-stage transactions. Dawn Winston:                 You can start out with a transaction you think is not so complex but suddenly becomes very complex, and bring in that financial institution employee, so the Teller or the Customer Service Representative, to do those assistance type functions or completely take over the transaction and complete it for your customer or your member. Dawn Winston:                 So that's what we're focusing on now and for the future [00:24:00] is making sure that we are making that omni-channel or that multi-channel experience seamless to your end users, to your customers and members and providing a better experience because we can have that common transaction processing engine and common infrastructure on the back side connecting all of our channels together. Scott Anderson:               That's great. Thanks so much Dawn. Really interesting, that from a Diebold Nixdorf perspective. We [00:24:30] thought long and hard about this and we've got solutions in place that aren't just single use alternatives here. That we've really thought about how we can leverage this across the infrastructure and enterprise up in FI. I do think this is a great place to wrap up and thanks again for all of you joining us today. Scott Anderson:               To learn more about topics like this logon to dieboldnixdorf.com or click on the link in the podcast notes shown below. Until next time. Keep checking back on iTunes or however you listen to our podcasts for new topics on Commerce Now.  

Did you know that the first step to answering a customer complaint call is to say thank you? In this episode, Bob Gabor, PERC's instructor for the Customer Service Representative course for propane professionals, shares tips on how to effectively manage customer complaint calls every time.

Today I'm going to talk about what I like to call “curb appeal,” how to improve the appearance of your home on LinkedIn, which is your LI profile. Next week, I'm going to talk about strategies for making the most of LI. In other words, once you have an attractive home on LI, how you can invite people into your home and how you can go visit other people's homes. Here are my top eight improvements for your LinkedIn profile:   1. Your Photo. This should be a professional headshot of you. There shouldn't be anyone else in the photo and the picture should be close enough and clear enough that someone could find you in a crowd based on your LI photo. I recommend updating your photo about every three years; more often if you've undergone significant change such as a drastically different hairstyle or large weight loss. You don't have to incur the expense of a professional photographer, although it's a good idea. When I worked in higher education, the campus photographer was glad to do a headshot for me – I needed them anyway for other work-related purposes. Your photo should be appropriate to your industry and profession. You should look like someone a stranger would be willing to reach out to. 2. Your Background. Your LI profile came with a stock background photo that looks like a constellation. I recommend changing this to be in line with your professional brand. In other words, if you're an avid surfer, your background photo should not be of the waves in Hawaii unless you're also a surfboard sales person. As an alternative, you can use an illustration in the background that you like. It doesn't represent your brand or profession, but doesn't detract from it, either. When I am doing this for my clients, I select four photos from pixabay.com and try each on my client's profile. This way, I can see which one works the best with the client's photo, brand, profession, etc. 3. Your Headline. Your headline is the statement directly underneath your name on your profile. You have 120 characters for your headline, and most people completely waste this valuable real estate. You can include your current job title and employer, but keep in mind that your employer's name shows up in that top box anyway. And if you're looking for a new job, what good does it do to cement your current employer with recruiters? Including your job title is important for SEO purposes, especially if the work you want to do next is in line with your current job title. Otherwise, you'll want to figure out how to get your new desired job title in there without being overt. Here's an example: Let's say you currently have the job title of Customer Service Representative, but what you want to move into is sales. Here are a couple of ways you could express this in your headline: Customer Service Representative | Proven ability to upsell, resolve complaints, and provide exceptional post-sale care Customer Service | Inside sales | Post-sale care | Resolving customer complaints with exceptional critical thinking Here's another example: You are currently an Assistant Manager of a hotel restaurant, but you want to move into the reservations side of the hospitality business. Here's a possible headline: Assistant Manager, Hospitality Industry | Providing exceptional customer service in the fast-paced hotel business Notice that you didn't mention the restaurant, because that's not what you want to do moving forward. What if you want to move up within your current career field? Don't just tell them your job title, tell the reader how you add value: Human Resources Coordinator | Experience with recruiting, hiring, onboarding, payroll, benefits, and training Here's another option: Human Resources Coordinator | Generalist background | Strong leadership qualities | Certified Trainer   4. Your Summary. You have approximately 1,980 characters for your summary, and most of you are using only a fraction of that, if any at all. This is your chance to tell your story, and it SHOULD NOT BE a cut-and-paste of your resume. Your summary should be written in first person, using language you would use if you were telling a colleague about your career. Tell them a bit about your background, what you're currently up to, some of your achievements, and a bit about you personally. I include this personal information at the end, before the Skills list I will talk about next. It is only one-two sentences but can be impactful in rounding you out as a person and giving the reader something else to connect with you on. I've included information about travel, hobbies, philosophy, influencers…as long as the information is neutral or positive. I also encourage you include a Skills list at the end of your summary, as this is great for SEO. Note that these terms should match your Skills and Endorsements section verbatim, otherwise recruiters won't be able to search for the terms you use. 5. Your Experience. Many of you are listing only your employer, job title, and dates of employment in this section, which greatly reduces your SEO effectiveness. Again, this should not be a cut-and-paste of your resume, but rather the story of your work. Talk about some challenges you overcame, some metrics around your achievements. This information is factually the same as your resume but written in first person using a more conversational writing style. Finally, I see so many LI profiles where this section is all about the employer rather than the person. Unless you're self-employed where your business and you are one and the same, like me, this doesn't make any sense. 6. Your Connections. You need a minimum of 500, but don't stop there. The more the merrier, with a few caveats. If you have fewer than 500 connections, I recommend going for quantity over quality. Ask people you either already know or are at your level to connect with you to quickly get that number up to the magic 500+. At that point, you will have the “creds” you need to reach for higher-hanging fruit. The other person will see you as a serious player on LI and will be much more likely to connect with you even though they don't know you. 7. Your Skills and Endorsements. This section is primarily useful for SEO purposes. I recommend you review this section annually to make sure it is still an accurate reflection of the skills you possess and want to present to potential employers. 8. Your Recommendations By far, this is most underutilized and potentially most helpful aspect of your profile. This is when people who have worked with you in some capacity take the time to write great things about the experience of working with you. LinkedIn recommends a minimum of three recommendations; I like you to have at least 10. Here's how to approach this: a. What are my brand attributes? The aspects of me I most want to present to the world? b. Who among my connections are best able to speak about each of these brand attributes? (I recommend asking two people for each recommendation you want to get) I've thrown a lot of “home improvements” at you today for LI, so if you're feeling overwhelmed, let's break it down. -Assess your current profile in light of the eight tips above and determine the area(s) in which your profile could benefit from some “sprucing up.” -Set aside a block of time (I recommend at least two hours) to tackle the list you came up with in step #1. -Ask a trusted friend to review your changes and make suggestions for further improvements.   To visit my website:  www.exclusivecareercoaching.com Follow My YouTube channel (Lesa Edwards); it's chocked full of value career management content is easily digestible bites.  Want to speak with an expert about your career/job search goals? Need help figuring out what's holding you back from achieving your dream career? Let's talk. Here's the link to schedule a 30-minute consult call with me:  www.timetrade.com/book/D6KLN. Hope to see you soon!   

Mary B. Lucas Episode 15 Mary's father gave her the foundation of life values much like my father gave me. Mary’s book, Lunchmeat & Life Lessons: Sharing a Butcher's Wisdom, is a motivational memoir and tribute to her father on how to bring out the best in yourself and others. She is a frequent motivational speaker, sharing insights and lessons she has learned through her career as a renowned staffing professional. Mary worked her way up from a Customer Service Representative to the role of Chief Talent Officer for one of the largest staffing companies in the world.  This episode is filled with life lessons and wisdom! Butcher’s Wisdom: 1)     In the Beginning 2)     Create A Lasting Impression 3)     Stay Focused 4)     Make Something Happen 5)     Bring Out the Best 6)     Admit Your Mistakes 7)     Enjoy the Ride Look for Happiness Within “The happiest people are the ones who are inspired and enjoying the ride they are in on while they are on it” Your Optimist View on Life Celebrate Life Put Bad Things in Perspective Meet the Challenge “Don’t take life too seriously – you are never going to get out it alive anyway.”  Advice on Grief  “To live in the hearts we leave behind is not to die”  Visit www.maryblucas.com for more information.  bookme@MaryBLucas.com   https://www.youtube.com/user/maryblucas http://prettysimplesarah.com/wp-content/uploads/2019/02/mary-lucas-episode.mp3

#CellphoneProviders #KnowYourRights #VirginMobile Worst Customer Service Experience to Date. Company involved: VIRGIN Mobile; People involved, Call Center Agents: Taylor, Alex, and WILLIAM. The Customer is always right, what ever happened to that ? #cabah #thejahfreachshow #jahfreach Know your rights, Stand up for yourself, Never give up. SUPPORT the Show Financially: https://www.patreon.com/user Some things about my personal life is also mentioned in here.

Shownotes 30 years at Nussbaum. 48 years with her beloved husband. Loyalty is Vicky’s nature. Glean sage advice from a servant-hearted woman who has seen it all and listen to her final moments at Nussbaum. Vicky Brown with LeAnn Stahl Vicky’s Retirement Vicky has been a Customer Service Representative at Nussbaum Transportation for 30 years, but with her husband’s health issues and the Lord tugging at her heart, she determined that now was the time to leave. A Bittersweet Goodbye Vicky and John She elucidates on her delicious baking hobby, how the industry and Nussbaum have morphed over the years, and how her sweet love story with John began 48 years ago. “You’ll get a kick out of this. Here I’ve worked at a trucking company for 30 years, and I married a truck driver!” She’s no stranger to the difficulties of being a driver’s spouse, the heartache of illnesses, and the anxiety of new places and new systems. But she also enlightens listeners on the brilliance of her smile, the joy of children, grandchildren, and great-grandchildren, and her recipe to success in customer service and the trucking industry. A Legacy of Compassion She leaves us with an encouragement to live life compassionately, in our jobs and outside the office and cab. “Have a heart for people.” Links: Vicky’s Dashboard Spotlight ArticleVicky’s Dashboard Retirement Article

Kung nais mong subukan ang mag trabaho bilang Customer Service Representative, kinakailangan mo ang tamang ‘skill set’ tulad ng kakayahan sa paglutas ng problema, tamang pakikinig at iba pa. Sa unang bahagi ng ating panayam sa isang Social Media Marketer ay makakakuha tayo ng impormasyon kung ano mga ang kaakibat ng propesyon na ito. Sa episode na ito: 00:48 Paano maging isang Customer Service Representative 02:20 Unang Bahagi ng Panayam sa isang Social Media Marketer 15:13 Quote for the Week (Emma Watson)

Danielle Culberson is a Health Information Technology Specialist with the Michigan Public Health Institute.  In this role, Danielle assists providers around Michigan with electronic health record adoption. “Rural health is one of the most important fields within healthcare, but also one of the most overlooked.”  A Michigan native, she received her graduate degree in Health Informatics from the University of Michigan in 2017 and is passionate about all things health IT, especially when it comes to data. Prior to her career at MPHI, she worked at Blue Cross Blue Shield of Michigan as a Customer Service Representative for state of Michigan employees. During her free time, she enjoys being a foodie, traveling to new locales, and lots and lots of reading. During our interview, Danielle mentions a couple of websites. For providers in Michigan, you can go to www.mceita.org.  When you get to the home page, scroll down to the very bottom and you will the a “contact us” form.  Fill that out and submit, and someone will get back to you within 24 to 48 hours. For providers outside of Michigan, use this website:  www.qpp.coms.gov.gp

Allison Morris is the CEO and Fashion Designer of the high-end fashion, sportswear, and street wear company known as N I Q U E. She is not limited to just this role as she also is currently working for Canada's sixth largest city as a Development Services Analyst and formerly held roles as a Committee of Adjustments Technician, a Planning Assistant, an Administrative Assistant, and a Customer Service Representative. Born to Jamaican parents, Allison was born in North York, Ontario but grew up mostly in Brampton, Ontario. From a young age, she became fascinated with the world of design through a grade eight project, which would later develop into discovering her passion for fashion in high school. Allison holds multiple educational degrees/certificates ranging from a Bachelors in Urban and Regional Planning and a Certificate in Architecture from Ryerson University. She also has a certificate in Management of Fashion and Luxury Companies from the University of Bocconi. Among many other experiences/skills, Allison has also worked for the City of Brampton in various administrative roles, has served on multiple community board of directors and event committee's, was a deputy returning officer for Elections Canada, is a creative industries planner, a retail architect and is consistently elevating her portfolio even as you read this bio. On this episode we talk about how Allison started her fashion company NIQUE, how she has obliterated the glass ceiling in the public service, and how she is able to successfully merge both her passions for urban planning and fashion. Allison's Instagram: https://www.instagram.com/moxmo.nique/ Allison's Twitter: https://twitter.com/MoniqueYSL Allison's Snapchat: niquelaurent Allison's LinkedIn: https://www.linkedin.com/in/allison-morris-b068886b/ N I Q U E Website: https://www.nique.ca N I Q U E Instagram: https://www.instagram.com/niquexboutique/ N I Q U E Facebook: https://www.facebook.com/niquexboutique/ N I Q U E Tumblr: http://niquexboutique.tumblr.com N I Q U E Twitter: https://twitter.com/niquexboutique N I Q U E YouTube: https://www.youtube.com/watch?v=26zcnlfyPhQ Connect with Real Community Talks: Subscribe to our YouTube Channel: https://www.youtube.com/user/ljehipjij2ioj Instagram: http://instagram.com/realcommunitytalks Facebook: https://www.facebook.com/Real-Community-Talks-163630714364865 Website: http://www.realcommunitytalks.com Special Guest: Allison Morris .

Justin Williams of ACE Hardware in Cherry Creek joins the show to talk about how ACE can help with all your summer grilling needs. Terry & Justin discuss the 'Grill Your ACE Off' event going on right now & how you can save on summer gear. Program Coordinator at Mueller State Park Linda Groat joins the show to talk about Mueller Outdoor Skills Day and all the current draws to the park. Also, Savannah with Adventure Camper joins the show to talk about the great deals going on at Adventure Camper right now & what they just got in the building that could change your whole summer. Customer Service Representative with Arkansas Headwaters Jamie Tackel joins the show to talk about the Arkansas River & the upcoming FiBARK Whitewater Rafting event. See omnystudio.com/listener for privacy information.

In this session, you can practice your Spanish comprehension skills with a Customer Service Representative and the Buyer of a Printer. This Dual Conversational Spanish Practice is designed to help you understand spoken Spanish. Find more at: https://spanishforyourjob.com/24/

This Podcast Is Episode Number 0124 And It Will Be About New Contractors To Seasoned Builders We Know What To Do We invested over 20 years owning and operating construction companies including service and remodel firms. We sold our last construction company in the year 2000 which means we are not your competitor, rather the opposite. We are experienced contractors helping contractors get more from their accounting system. A google search of construction accounting software will return over 17,000,000 results. It is estimated there are over 4,000 companies that produce construction accounting software. Among the top 10 the costs range from several thousand dollars to several hundred thousand dollars. QuickBooks is listed in only a fraction of the google searches for construction accounting software and yet it has a massive number of contractors who use it. A google search of construction accounting services will return over 52,000,000 results and www.FastEasyAccounting.com is always on the first page. The reason is we specialize in providing construction accounting, contractors accounting, contractor payroll and payroll tax processing, contractor bookkeeping services. We turn away a lot of companies because what they do is not related to construction. Our competitors, bless their hearts, are all things to all people. They accept any and all businesses, restaurants, bars, chiropractors, contractors, florists, trucking companies, babysitters, and more. They do not understand the complex nature of construction accounting vs regular accountingIn special cases we accept car repair, mobile food vendors and concessionaries, janitorial, house cleaners and other types of companies that are project based, which means they create and sell a unique product or service.As a contractor you need someone who truly understands you and what you do and someone who can offer you guidance when you ask for it.Contractors Often Ask How We Save - Them $100's or even $1,000's dollar a year when they can do the bookkeeping themselves or hire a Cheap Bookkeeper? Read our article Cheap Bookkeepers to find some shocking information revealed!The System Is The Solution - In 1991 while operating a successful construction service and repair business we started work on a Comprehensive Construction Bookkeeping System. Since then we have made thousands of improvements and we are continually updating, improving, innovating and enhancing it. Having worked with contractors and seen 100's of QuickBooks files, met with lots of bankers, bonding companies and commercial insurance brokers in addition to our own experiences owning and operating construction businesses.Contractors Who Are Doing Their Own Bookkeeping In-House should expect to invest at least $15,000 in office equipment and related technology and software. Contractors who outsource their bookkeeping to use can get by with less than $2,000 because all they need is a computer, notebook or tablet, printer and a scanner. See also What Ten Minutes Waste Costs Your Construction Company and you will get a better idea why the best construction accounting service you can afford is actually cheaper than trying to do it in-house.Fixed Price Contractor Bookkeeping Services Like Ours - Invest over $100,000+ in office equipment, technology and software plus another $150,000+ to renovate and prepare office space for staff and clients to use. Even with all of the costs incurred in having, a professional contractor’s bookkeeping service the amount of bookkeeping clients each one of our staff can handle is well over THREE TIMES the number clients most amateurs working alone or out of their home which is why in most cases we can provide more services and more bottom line results for contractors and do it all more for less money.Having owned and operated - Several construction businesses over the past 30+ years we understand a thing or two about best practices when it comes to Construction Bookkeeping And Construction Accounting as it relates to owning and operating a profitable construction business.In 2004 I Passed the PMP (Project Management Professional) exam after several years of construction project management experience and with an emphasis on systems engineering and process development. His exhaustive study of several leading experts including the work of Dr. W. Edward Deming, Michael Gerber, Walter A. Shewhart, James Lewis and dozens of others was the foundation upon which our Construction Bookkeeping System is based.One Of The Keys To Success - Is intelligent delegation, relying on processes, not abdication, letting people do whatever they please. This means we have processes and procedures for how tasks are done, in what order similar to an assembly line. The table and diagram below shows how tasks are delegated to the lowest skill level and yet everything is reviewed by a competent accountant! Some Insights How Our Contractors Bookkeeping Services Process WorksLet me introduce you to some personality traits of our professional Construction Accounting Services staff members starting with the different departments.Paperwork IntakeThere are a number of ways to get paperwork to us in hard copy and soft copy. Whichever way works best for you. You can: Mail it to 19909 64th Ave West, Suite 201- 2nd Floor, Lynnwood, WA 98036 Bring it by during office hours or special office hours for contractors SnoKing Contractors Center Members have 24/7/365 access to meeting rooms and leave paperwork in the lockbox Put us on your vendor list for bills and statements emailed directly to us Drag and Drop from your desktop or email. Click here to find out how For more details of how to get documents to us click here Send it by taxi cab Fax it Email it FedEx it UPS it Use ScanSnap scanner and send paperwork with the push of a button! If you get a ScanSnap scanner we have people who can set it up remotely and link it to your Paperless Document Vault. You simply load the documents; push one button and the documents are automatically scanned and uploaded to your company’s Paperless Document Vault Inbox. Our contractor bookkeepers retrieve the documents; input them into your QuickBooks file. Next, the documents are filed in a way that makes it fast and easy for you look any saved document, download it, print it or email it. For more on how to get soft and hard copy paperwork to us Click Here Paperwork SorterWhat paperwork do we want?  The short answer is all of it and we will sort it out between what goes into QuickBooks for Contractors and what is not.  You do not have to organize any of your paper before bringing it to us because we have a process for that. Paper documents arrive in bags, boxes, envelopes, pouches, carts and other methods. Soft documents arrive in emails, paperless server Inbox, flash drives, hard drives and our secure client portal.When we are finished with your paperwork, it returns to The Paper Sorting Department for reorganizing, packaging and storage until you retrieve it or we ship to you depending on your arrangement with your Customer Service Representative.These friendly people sometimes work the reception desk because they have not yet been exposed to the trials and tribulations of contractor bookkeeping services. They are well paid and happy because they are doing the work they love in a clean well-lit comfortable environment.The Paper Sorting Department has their own special operations manual with detailed instructions, which means they know exactly know what to do.Role of the Paper Sorting PersonHaving owned and operated several construction companies we are not soft, weak, timid bookkeepers that need pampering and are easily offended. In fact, quite the opposite, we require all staff members to have construction experience before seeking employment with us. They have to deal with all kinds of paper with coffee stains, dirt, mud and worse, wrinkled, crumpled and torn and have lots of patience. Construction Data EntryConstruction Data Entry is like flying an airplane…95% boredom and 5% sheer terror! We have a process for keeping the data entry staff at the 95% boredom level and out of the 5% sheer terror part. These are nice people. They are well paid and happy because they are doing the work the love in a clean well-lit comfortable environment. Construction Data Entry Staff members have two large crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job. We do not allow them to work with the 5% sheer terror complex construction accounting transactions. They have their own special operations manual with detailed instructions so they always know what is expected of them. Role of the Construction Data Entry PersonTheir duties include checks, receipts, credit card transactions, debit card transactions; simple bills reconciling bank statements, credit and debit card statements and vendor statements. Construction BookkeeperConstruction Bookkeeping is all about the other part of flying an airplane…the 5% sheer terror part! We have a process to help our construction bookkeepers work with high risk, high stress transactions. These are not nice people. They are well paid and happy because they are doing the work the love in a clean well-lit comfortable environment. Construction Bookkeepers have up to four large crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job. We allow them to work primarily with the 5% sheer terror complex construction accounting transactions because they have deep knowledge and are highly skilled in construction bookkeeping. Their work is very stressful due to the complexity of the transactions they are assigned. They have their own special operations manual with detailed instructions so they always know what is expected of them. Role of the Construction BookkeeperTheir duties include non-recurring checks, bank transfers, wire transfers, sweep accounts, tracking retention due to you, tracking retention due to your subcontractors, setup and updating customer and vendor contact information, inputting time cards, simple General Journal entries, receipts, credit card transactions, debit card transactions, bills and employee advances and employee reimbursements. Construction Payroll SpecialistConstruction Payroll is one of the toughest jobs of all because there are deadlines that must be met no matter what happens. This is also part of flying an airplane…the 5% sheer terror part! We have a process to help our construction payroll staff work with and manage contractor’s payroll needs. These people are un-bearable and we keep them away from the public whenever possible. They are well paid and happy because they are doing the work the love in a clean well-lit comfortable environment. Construction Payroll Specialists have one or two large crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job.They are highly skilled in construction payroll with nerves of steel and laser focus. They have their own special operations manual with detailed instructions so they always know what is expected of them. Role of the Construction Payroll SpecialistTheir duties include reviewing the time cards, preparing payroll, setup and updating employee records, employee advance repayments, W-2, W-3, 940 and 941 payroll reports, workers comp reports, unemployment reports, garnishment answers and payment tracking, child support and more. We do not prepare the checks or make any payments on behalf of Contractor Name. We do all the work behind scenes to make that step fast and easy for Contractor Name’s responsible person to complete. Construction AccountantConstruction Accounting is where the buck stops! No excuses and nobody to pass anything on too. These people are like Dr. Spock on the television series Star Trek, all business and no sense of humor. They do their best to make certain everything in the entire construction accounting system running smoothly, everything is where it needs to be and everything balances properly. We keep them away from the public whenever possible because if you ask what time it is they will tell you how to build a watch. They are well paid and happy because they are doing the work the love in a clean well-lit comfortable environment. Construction Accountants have multiple computers with multiple crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job. They are highly skilled at dealing with construction accounting issues. They have their own special operations manual with detailed instructions so they always know what is expected of them. Role of the Construction AccountantsTheir duties include Fixed Asset management, depreciation schedules, complex Payment Applications similar to G-702 & G703, HUD-1 Statements, Inventory, complex Invoices with multiple Job Deposits and Payments, complex General Journal Entries, Year-End Journal Entries from the annual tax preparer, setup and modifying Chart of Accounts, Items, Report Structures, Insurance Audits and more. Project ManagerProject Managers at Business Consulting And Accounting are responsible for making certain that we are constantly improving, innovating and finding ways to increase efficiency and effectiveness in our system that will make your experience of doing business with us easy, predictable and pleasant. Project Managers seek out new software, hardware and best practices from our competitors. When they find something worthwhile, they add it to our Business Process Management (BPM) Strategy.These people are nice most of the time; however, their head is always in the clouds talking about finding ways to make everyone’s job easier with innovations and processes. They do not sit still very long.Project Managers have two large crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job.They are highly skilled in process development, innovation and highly organized. They have their own special operations manual with detailed instructions so they always know what is expected of them.Role of the Project ManagerTheir duties include Business Plans, Process Development, Process Improvement, Systems Engineering, Six Sigma, Deming Methodology, MR>MC, Breakeven Analysis, Earned Value Reporting, Cloud Computing, Cloud Based QuickBooks For Contractors, Paperless Document Vaults, Cloud Based Financial Reporting and more. Contractor’s Business MentorContractor’s Business Mentor is a great person to get to know and spend time with because their job is to help you achieve your definition of success. Helping you understand and use the financial reports one of the tools they use. Contractor’s Business Mentor works in several locations, their primary office and in the conference room with seating for ten people, state of the art climate controlled system and all of the hardware and software tools they need to do their job. In addition, they are mobile contractor’s business coaches who can visit your office or jobsite and perform a business assessment to determine if there are ways to get more production and increase profits. Everyone benefits from coaching, especially high performers.   They sometimes provide so much good information that contractors have reported that two hours with our Contractor’s Business Coach in person, over the phone or during a web cast is a real treat! They have their own special operations manual with detailed instructions so they always know what is expected of them. Role of the Contractor’s Business MentorTheir duties are similar to the Project Manager except their primary focus is helping Company Name develop with Business Planning, Process Development, Process Improvement, Systems Engineering, Six Sigma, Deming Methodology, MR>MC, Breakeven Analysis. Contact Sharie at 206-361-3950 or email sharie@fasteasyaccounting.com for more information about setting at appointment for a session. Customer Service ManagerCustomer Service Manager is your primary contact at Business Consulting And Accounting similar to a concierge in a Five Star Hotel who caters to your every need, except there is no tipping allowed. They work have their own private office as well as several conference rooms and guest offices. They have their own special operations manual with detailed instructions so they always know what is expected of them. Role of the Contractor’s Business MentorTheir duties include being your single point of contact, which means you usually talk, email and communicate with the same person. This helps you develop a relationship with someone who listens and understands you and your company’s needs. They act as liaison between you and the rest of the staff at Business Consulting And Accounting. Feel free to ask for anything and they will do their best to accommodate you. They are always friendly, helpful and supportive. This person has extensive training and experience in construction office management, taxes, payroll, insurance audits and more. No matter what happens in your company if you need help or a referral for an attorney, annual tax preparer, chief cook and bottle washer this is you go to person. The head of the department is Sharie and she can be reached at 206-361-3950 or email sharie@fasteasyaccounting.com. Business OwnerYou Are The Most Important Person In Your CompanyAs a construction company owner, you know which parts of your business only you can and should be doing and which parts to give to someone else.Good accounting records combined with Business Process Management (BPM) can help provide answers for making informed decisions.Every piece of paper has a story and your mind will replay that story repeatedly, which is why it is important to have someone else doing your contractor bookkeeping so you can focus on operating and growing your construction company sales and profits.Role of the Company Name OwnerSee the vision of what Company Name will become in the future. Communicate your Vision to your employees, staff, us and anyone directly affected. Develop Strategy For Company Name to help make your Vision a reality. Make decisions based on good solid reports. Need A Mentor? - Someone who has been were you want to go and can guide you. We would like to be that person for you. Call Sharie 206-361-3950 or email sharie@fasteasyaccounting.com and schedule your no charge one-hour consultation. I trust this podcast helps you understand that outsourcing your contractors bookkeeping services to us is about more than just “doing the bookkeeping”; it is about taking holistic approach to your entire construction company and helping support you as a contractor and as a person. We Remove Contractor's Unique Paperwork Frustrations We understand the good, bad and the ugly about owning and operating construction companies because we have had several of them and we sincerely care about you and your construction company! That is all I have for now and if you have listened this far please do me the honor of commenting and rating podcast www.FastEasyAccounting.com/podcast Tell me what you liked, did not like, tell it as you see it because your feedback is crucial and I thank you in advance. You Deserve To Be Wealthy, Because You Bring Value To Other People's Lives! I trust this will be of value to you and your feedback is always welcome at www.FastEasyAccounting.com/podcast This is one more example of how Fast Easy Accounting is helping construction company owners across the USA including Alaska and Hawaii put more money in the bank to operate and grow your construction company. Construction accounting is not rocket science; it is a lot harder than that and a lot more valuable to construction contractors like you so stop missing out and call Sharie 206-361-3950 or email sharie@fasteasyaccounting.com Thinking About Outsourcing Your Contractors Bookkeeping Services? Click On The Link Below: www.FastEasyAccounting.com/hs Need Help Now? Call Sharie 206-361-3950 sharie@fasteasyaccounting.com In closing, I want to caution you that we may or may not be a good fit for your contracting company. This guide will help you learn what to look for in outsourced construction accounting. Thank you very much and I hope you understand we really do care about you and all contractors regardless of whether or not you ever hire our services.Bye for now until our next episode here on the Contractors Success MAP Podcast. Warm Regards, Randal DeHart | Contractors Accountant We Remove Contractor's Unique Paperwork Frustrations

EPISODE 102 ON JERRY ROYCE LIVE! -Shelley Young’s The Blood Feud is the first book of the Dardian Dreshaj novels.Who would have thought that the death of an aging ex-mafia boss would start a war between law enforcement, the mafia and a secret criminal underworld organization known as The Association?Homicide Detective Jesse Richards is facing the murder case of his career. With hardly any evidence, no witnesses and no identity of the murderer he’s looking for, for the first time he fears he’s been given a case that will end up in the cold files. Desperate to uncover the reason behind Vito Russo’s seemingly senseless death, he’ll stop at nothing to bring the killer he’s looking for to justice. Just when he believes the case has reached a dead end, he stumbles upon a not so lucky break. Could the ruthless killer he’s looking for be the same man who has stolen his daughter’s heart?Aaliyah Richards is the only good thing going for Dardian Dreshaj, and he would do anything to keep her safe. Dardian has made it known from the beginning, mess with him and he might excuse it, mess with Aaliyah and all rules fly out the window. They knew what he was capable of. They knew Padukshëm was not a myth. The reason they threatened her never mattered. What does matter is after he’s finished with them, they’ll know never to do it again.About the AuthorShelley Young is a wife, mother and grandmother. From an early age she had always wanted to become an author, but put her dreams on hold in order to focus on her family. While working first as a nurse and later as a Customer Service Representative, she spent all of her spare time writing stories that she believed the world would love. Her debut novel, The Blood Feud, is the first book in the Dardian Dreshaj series. She is also the author of the soon to be released novel titled The Blood Tie. She resides in California with her husband.

EPISODE 102 ON JERRY ROYCE LIVE! -Shelley Young’s The Blood Feud is the first book of the Dardian Dreshaj novels.Who would have thought that the death of an aging ex-mafia boss would start a war between law enforcement, the mafia and a secret criminal underworld organization known as The Association?Homicide Detective Jesse Richards is facing the murder case of his career. With hardly any evidence, no witnesses and no identity of the murderer he’s looking for, for the first time he fears he’s been given a case that will end up in the cold files. Desperate to uncover the reason behind Vito Russo’s seemingly senseless death, he’ll stop at nothing to bring the killer he’s looking for to justice. Just when he believes the case has reached a dead end, he stumbles upon a not so lucky break. Could the ruthless killer he’s looking for be the same man who has stolen his daughter’s heart?Aaliyah Richards is the only good thing going for Dardian Dreshaj, and he would do anything to keep her safe. Dardian has made it known from the beginning, mess with him and he might excuse it, mess with Aaliyah and all rules fly out the window. They knew what he was capable of. They knew Padukshëm was not a myth. The reason they threatened her never mattered. What does matter is after he’s finished with them, they’ll know never to do it again.About the AuthorShelley Young is a wife, mother and grandmother. From an early age she had always wanted to become an author, but put her dreams on hold in order to focus on her family. While working first as a nurse and later as a Customer Service Representative, she spent all of her spare time writing stories that she believed the world would love. Her debut novel, The Blood Feud, is the first book in the Dardian Dreshaj series. She is also the author of the soon to be released novel titled The Blood Tie. She resides in California with her husband.

It May Help You To Have An Overview Of The Construction Accounting Team Members At Fast Easy Accounting After reading this, you will understand and appreciate why you get lots of attention from your Customer Service Manager and little or no attention from other staff members. Our back office Construction Bookkeepers and Accountants are highly skilled professionals with the burning desire to be the best of the best in their field. Due to the sensitive nature of our work and the need to safeguard your financial records the back office staff of Construction Bookkeepers and Accountants, interact with our contractor clients because we intentionally hire people who are serious, unfriendly and unsociable. No contractor in their right mind wants a friendly sociable Construction Bookkeeper sharing client information with your competitors, employees and suppliers. Our Construction Bookkeepers and Accountants Team Members have hands on experience in construction, have a great deal of respect, empathy, and sincerely care about contractor’s success. It is not just a slogan or a plaque on the wall; but a deep sense of responsibility that we MUST do everything possible to help all contractors, not just our clients, all contractors to achieve their definition of success including. Everyone here knows of contractors who have given their lives to the industry and ended up with health issues and an unstable financial retirement. Contractors add value to people’s lives; they deserve to be wealthy. Here are some insights about how we work and introduce you to some personality traits of our professional Construction Accounting Services staff members starting with a diagram outlining the different departments.Paperwork SorterWhat paperwork do we want?  The short answer is all of it and we will sort it out between what goes into QuickBooks for Contractors and what is not.  You do not have to organize any of your paper before bringing it to us because we have a process for that. Paper documents arrive in bags, boxes, envelopes, pouches, carts and other methods. Soft documents arrive in emails, paperless server Inbox, flash drives, hard drives and our secure client portal. When we are finished with your paperwork, it returns to The Paper Sorting Department for reorganizing, packaging and storage until you retrieve it or we ship to you depending on your arrangement with your Customer Service Representative. These friendly people sometimes work the reception desk because they have not yet been exposed to the trials and tribulations of contractor bookkeeping services. They are well paid and happy because they are doing the work they love in a clean well-lit comfortable environment. The Paper Sorting Department has their own special operations manual with detailed instructions, which means they know exactly know what to do.Role of the Paper Sorting Person Having owned and operated several construction companies we are not soft, weak, timid bookkeepers that need pampering and are easily offended. In fact, quite the opposite, we require all staff members to have construction experience before seeking employment with us. They have to deal with all kinds of paper with coffee stains, dirt, mud and worse, wrinkled, crumpled and torn and have lots of patience. Construction Data EntryConstruction Data Entry is like flying an airplane…95% boredom and 5% sheer terror! We have a process for keeping the data entry staff at the 95% boredom level and out of the 5% sheer terror part. These are nice people. They are well paid and happy because they are doing the work the love in a clean well-lit comfortable environment.Construction Data Entry Staff members have two large crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job. We do not allow them to work with the 5% sheer terror complex construction accounting transactions. They have their own special operations manual with detailed instructions so they always know what is expected of them. Their duties include checks, receipts, credit card transactions, debit card transactions; simple bills reconciling bank statements, credit and debit card statements and vendor statements. Construction BookkeeperConstruction Bookkeeping is all about the other part of flying an airplane…the 5% sheer terror part! We have a process to help our construction bookkeepers work with high risk, high stress transactions. These are not nice people. They are well paid and happy because they are doing the work the love in a clean well-lit comfortable environment.Construction Bookkeepers have up to four large crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job. We allow them to work primarily with the 5% sheer terror complex construction accounting transactions because they have deep knowledge and are highly skilled in construction bookkeeping. Their work is very stressful due to the complexity of the transactions they are assigned. They have their own special operations manual with detailed instructions so they always know what is expected of them. Their duties include non-recurring checks, bank transfers, wire transfers, sweep accounts, tracking retention due to you, tracking retention due to your subcontractors, setup and updating customer and vendor contact information, inputting time cards, simple General Journal entries, receipts, credit card transactions, debit card transactions, bills and employee advances and employee reimbursements. Construction Payroll SpecialistConstruction Payroll is one of the toughest jobs of all because there are deadlines that must be met no matter what happens. This is also part of flying an airplane…the 5% sheer terror part! We have a process to help our construction payroll staff work with and manage contractor’s payroll needs.These people are un-bearable and we keep them away from the public whenever possible. They are well paid and happy because they are doing the work the love in a clean well-lit comfortable environment. Construction Payroll Specialists have one or two large crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job. They are highly skilled in construction payroll with nerves of steel and laser focus. They have their own special operations manual with detailed instructions so they always know what is expected of them.Their duties include reviewing the time cards, preparing payroll, setup and updating employee records, employee advance repayments, W-2, W-3, 940 and 941 payroll reports, workers comp reports, unemployment reports, garnishment answers and payment tracking, child support and more. We do not prepare the checks or make any payments on behalf of Contractor Name. We do all the work behind scenes to make that step fast and easy for Contractor Name’s responsible person to complete. Construction AccountantConstruction Accounting is where the buck stops! No excuses and nobody to pass anything on too. These people are like Dr. Spock on the television series Star Trek, all business and no sense of humor. They do their best to make certain everything in the entire construction accounting system running smoothly, everything is where it needs to be and everything balances properly. We keep them away from the public whenever possible because if you ask what time it is they will tell you how to build a watch. They are well paid and happy because they are doing the work the love in a clean well-lit comfortable environment. Construction Accountants have multiple computers with multiple crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job. These are highly skilled at dealing with construction accounting issues. They have their own special operations manual with detailed instructions so they always know what is expected of them.Their duties include Fixed Asset management, depreciation schedules, complex Payment Applications similar to G-702 & G703, HUD-1 Statements, Inventory, complex Invoices with multiple Job Deposits and Payments, complex General Journal Entries, Year-End Journal Entries from the annual tax preparer, setup and modifying Chart of Accounts, Items, Report Structures, Insurance Audits and more. Project ManagerProject Managers at Business Consulting And Accounting are responsible for making certain that we are constantly improving, innovating and finding ways to increase efficiency and effectiveness in our system that will make your experience of doing business with us easy, predictable and pleasant. Project Managers seek out new software, hardware and best practices from our competitors. When they find something worthwhile, they add it to our Business Process Management (BPM) Strategy. These people are nice most of the time; however, their head is always in the clouds talking about finding ways to make everyone’s job easier with innovations and processes. They do not sit still very long. Project Managers have two large crisp clear computer monitors, snacks and beverages in an office with state of the art climate controlled system and all of the hardware and software tools they need to do their job. They are highly skilled in process development, innovation and highly organized. They have their own special operations manual with detailed instructions so they always know what is expected of them.Their duties include Business Plans, Process Development, Process Improvement, Systems Engineering, Six Sigma, Deming Methodology, MR>MC, Breakeven Analysis, Earned Value Reporting, Cloud Computing, Cloud Based QuickBooks For Contractors, Paperless Document Vaults, Cloud Based Financial Reporting and more. Contractor’s Business MentorContractor’s Business Mentor is a great person to get to know and spend time with because their job is to help you achieve your definition of success. Helping you understand and use the financial reports one of the tools they use. Contractor’s Business Mentor works in several locations, their primary office and in the conference room with seating for ten people, state of the art climate controlled system and all of the hardware and software tools they need to do their job. In addition, they are mobile contractor’s business coaches who can visit your office or jobsite and perform a business assessment to determine if there are ways to get more production and increase profits. Everyone benefits from coaching, especially high performers.   They sometimes provide so much good information that contractors have reported that two hours with our Contractor’s Business Coach in person, over the phone or during a web cast is a real treat! They have their own special operations manual with detailed instructions so they always know what is expected of them.Their duties are similar to the Project Manager except their primary focus is helping Company Name develop with Business Planning, Process Development, Process Improvement, Systems Engineering, Six Sigma, Deming Methodology, MR>MC, Breakeven Analysis. Contact Sharie at 206-361-3950 or email sharie@fasteasyaccounting.com for more information about setting at appointment for a session. Customer Service ManagerCustomer Service Manager is your primary contact at Business Consulting And Accounting similar to a concierge in a Five Star Hotel who caters to your every need, except there is no tipping allowed. They work have their own private office as well as several conference rooms and guest offices. They have their own special operations manual with detailed instructions so they always know what is expected of them.Their duties include being your single point of contact, which means you usually talk, email and communicate with the same person. This helps you develop a relationship with someone who listens and understands you and your company’s needs. They are the liaison between you and the rest of the staff at Business Consulting And Accounting. Feel free to ask for anything and they will do their best to accommodate you. They are always friendly, helpful and supportive. This person has extensive training and experience in construction office management, taxes, payroll, insurance audits and more. No matter what happens in your company if you need help or a referral for an attorney, annual tax preparer, chief cook and bottle washer this is you go to person. The head of the department is Sharie and she can be reached at 206-361-3950 or email sharie@fasteasyaccounting.com ContractorYou Are The Most Important Person In Your Company As a construction company owner, you know which parts of your business only you can and should be doing and which parts to give to someone else. Good accounting records combined with Business Process Management (BPM) can help provide answers for making informed decisions. Every piece of paper has a story and your mind will replay that story repeatedly, which is why it is important to have someone else doing your contractor bookkeeping so you can focus on operating and growing your construction company sales and profits.Your job is to see the vision of what your contracting company become in the future and communicate it to your employees, staff, us and anyone directly affected You spend a great deal of time developing the strategy for your company to help make your Vision a reality. You need good financial and job costing reports to help you make good decisions. You Are a Contractor You Bring Value to Other People’s Lives You Deserve to Be Wealthy This is one more example of how Fast Easy Accounting is helping construction company owners just like you put more money in the bank to operate and grow your construction company. Construction accounting is not rocket science; it is a lot harder than that and a lot more valuable to construction contractors like you so stop missing out and call Sharie 206-361-3950 or email sharie@fasteasyaccounting.com Thinking About Outsourcing Your Contractors Bookkeeping Services? Click On The Link Below: www.FastEasyAccounting.com/hs Need Help Now? Call Sharie 206-361-3950 sharie@fasteasyaccounting.com

On today's show, we are talking to Molly DeMaagd; Director, Social Media Customer Care with AT&T. Over her 20 year career, Molly has worked her way up through the organization from Customer Service Representative to leading an entire team on social media - now serving as a Director. Hear about the customer challenges and expectations her team faces on a daily basis, and how she empowers her team to ensure customers receive the best possible experience. Gain insights on the importance of listening within the industry and watch out for Molly's predictions on what she thinks is next for customer service in social. Just what are the essential skills for a career in social media and what has been pivotal in Molly's growth and success? Tune in and find out!

Ibis - Moved to the United States from Mexico as a child.  He changed schools many times first in Texas and then in New York until his family settled in Pine Planis, NY.  He was a troubled child, but was mentored by a friend's mother who was a college professor.  She convinced him to go to college, which he did and earned a Bachelor's degree.  He is now a Customer Service Representative with the Bank of Millbrook and holds many volunteer positions in town.