Customer Service Tips: Dealing With Escalations

This blog comes to us from Incept Saves Coach Jordan Roman.

Hello, my name is Jordan Roman. I call for Incept‘s Blood Bank division (Incept Saves) and have been doing so for about eight months now. The one thing I’ve had the hardest time getting used to and handling is the upset and/or angry donor. This can be one of the more uncomfortable situations to deal with, but mastering the skill of calming down a donor will greatly benefit any Conversational Marketing™ Expert (CME) and, furthermore, anybody in customer service. So let’s get into it.

Stay Neutral

One thing I cannot stress enough is that the old saying is proven to be true. It’s not what you say; it’s how you say it. Staying calm and neutral in an upset donor situation is key. Use a professional vocabulary, and be as informative as possible. Use a slow, calm voice in response to donor concerns. Another important thing to remember is that you have to care. Show these donors you really feel for them and understand their problem. Let them know you are only here to accommodate the best that you can.

Identify the Problem

The first step in dealing with an angry donor is to identify the problem and the origin of the donor’s rage against you or the client you represent. More times than not, the predominantly voiced concern is not usually the reason the donor is angry. This is cause for one to delve deeper with probing questions. For example, if the donor rages on about call frequency or getting the calls in general, find out why the don’t want the calls. It is possible that the donor cannot donate due to a medical deferral that has been constantly miscoded.

This will lead to copious calls with an upset donor. I find the more we call these donors, the less information we receive from them, because most of the call consists of them wanting to be removed from our calling list. Information is power and the more we can get the better we can update records to not be called (if we should not call them).

Offer Solutions

Once you have undoubtedly discovered a donor concern the next step is to act as the doctor and remedy the situation. Let the donor know you will update their profile with this more detailed information. If they do have a medical deferral that has been miscoded, remember to get a date if the program allows. If they’d like to be removed from the calling list, do it the right way. Explain that it may take up to 72 hours to take effect. Again, try to be as informative, professional, and neutral as possible.

Close Positively

Last but not least, remember to close sincerely. Bad food always has negative comments regarding its aftertaste. We don’t want to be bad food. You want to leave the donor (or customer) with the idea that no matter how mad they get at us or how much they refuse to donate, we still always appreciate their past support. You wouldn’t believe how closing positively can benefit CMEs and the clients they call for.

Consider this example:

I took an inbound call a few months ago. The caller stated she felt bad for being completely rude to one of my coworkers who had called her earlier that day. However, since the girl was so polite to her and very genuine about helping her in any way possible, she scheduled an appointment with me and scheduled four of her friends as well.

That is, by far, the best example of success through sincerity.


Of course, by nature, our occupation will put us in the handsets and cell phones of unwilling and angry donors. Knowing this, being an expert in diffusing these volatile situations, and turning them into results is a must in the CME toolkit (and for anyone else in the customer service industry, for that matter).

What other tips do you have on dealing with customer call escalations in positive ways?

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Happy Fourth of July from Incept!

If you count all the way from 1776 to 2014, then you know America is celebrating its 238th birthday.

From the Incept family to yours, stay safe, enjoy the company of your family and friends, and have an excellent Fourth of July! Happy birthday, America!

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Maintaining Positive Attitudes As Customer Service Agents

More people now than ever before are working in the customer service industry, predominantly in telecommunications and other lines and programs of contact center work. Some of these folks have worked in this industry for a while, while other people are newcomers and are still actively developing.

The fact of the matter is this: your own company’s agents are the first impression, the first point of contact, and the start of the conversation that your organization will have with the customer. It is easy to forget that in talking to hundreds of people per week. Believe it or not, that can take a toll on someone’s mental psyche. At the end of a workday in a contact center, many agents prefer not to talk on the phone during their off-time. Who would’ve thought?

We have a saying at Incept that coincides with our value Present, and, basically, it is that we must be present in our work lives when we are here at the office and strive to do our best to be mentally sharp, focused, and ready to produce results that have positive impact. It does also have an alternate meaning. It can mean to also strive to be present in your home life. When you are done with the workday, it is a value meant to encourage employees to always remember they have a life at home and of their own.

What does this mean to you if you are a contact center Team Lead or part of management?

We have all heard, “Smile! The customer can hear it in your voice.” That is a true statement. Even if there is no face-to-face contact between the rep and customer, the customer can definitely get a sense of the rep’s attitude through the way they are talking. It isn’t always easy trying to be pleasant with everyone, as a customer service agent or representative, especially when you have troubles going on in your own personal life.

What You Can Do To Keep A Positive Attitude As A Customer Service Agent Despite Outside-of-work Problems

  • Focus on your job. Sometimes work can serve as an escape from our problems at home. One of my Vice President’s, Dave Walter, had some of the best advice for our own Conversational Marketing™ Experts (CMEs) who might be experiencing trauma in their personal lives that carries over to their professional work. He said, “Focus on leaving your problems at the door and relax. Your problems are going to still be there when you clock out and go home.” This is true. For some people, work can actually be a sort of getaway from the circumstances of our home lives and, ultimately, an environment in which we can better ourselves without focusing on what it might be that is bringing us down.
  • Talk to your H.R. manager about what is bothering you. At Incept, we truly have a human resource department that goes above and beyond in helping our employees. Sometimes all it takes to feel better about a situation is an open ear to let it out to. A third-party perspective is always good to hear. Human resource managers and directors are often also sources of legitimate guidance. If you are stressing about money problems and money management, they can guide you towards groups and give you information on how to handle monetary problems. If you are having personal issues, such as domestic violence or other similar situations, they can also serve as a third-party who can help you resolve your immediate issue in a private manner. If you feel like you need mental counseling due to outside work circumstances, many H.R. managers have the resources to point you in the right direction towards receiving help. I write about this with our own H.R. director in mind, as Lee-Ann Zackiewicz has served many of our own employees with a helping hand over the years.
  • Listen to music on your breaks or have some quiet time to think to yourself or meditate. Music has a healing effect on many people. It has the ability to convey what people feel when they lack the ability to find the words to describe what it is they are feeling. Take some time on your lunch or a break to simply get some time to yourself and listen to a few uplifting tunes. You’d be astounded at what the right song can do for your mood.

These are just a few suggestions towards taking an active stance on maintaining a healthy attitude and mental state in the workplace. What are some other suggestions?

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Effective Management Hiring Practices in the Contact Center

In my last blog post, we talked about some of the common hiring pitfalls that recruiters can experience when hiring management candidates.

Although these pitfalls can be easy to fall into, once you put in place an effective hiring process, you will see the results you’ve been working so hard for. Once you see success, you’ll never want to go back to the hiring mistakes of the past! When you have a culture as strong and tight-knit as Incept’s, it can be extremely important to your success that you hire the right candidates for your roles. To do this, there are a few key steps you can take in order to ensure you find the right fit for your position. Let’s talk about it.

Healthy and Effective Hiring Processes for Contact Centers

  1. Create a Job Description - This often seems like such an easy step, but if it’s done wrong it can derail your entire effort. When looking at the role in question, it is pertinent to explain why the role exists, what they will be held responsible for, and what values or qualities they should possess. After all, if you don’t know what you’re looking for how will you know once you’ve found it? Be sure to set clear and measurable responsibilities for the potential hire so that you can compare how closely they fit your description.
  2. Coordinate the Team’s Efforts – One of the biggest pitfalls we discussed in my last blog post was not making sure everyone is on the same page. This not only decreases the amount of useful information collected, but also increases the amount of wasted time spent rehashing the same questions. Before conducting interviews, set a meeting with everyone involved in the hiring process. Outline what phase each person will be a part of and what information they will be responsible for covering. If you cover x, he covers y, and she covers z; no one should be spending valuable time covering the same information already discussed. Instead, each person will collect notes on their portion of the process and provide the information to the team at a later time.
  3. Stick to the Facts – It is easy to get caught up in good conversation or to skip over the details of a previous position. Make sure that you are asking questions that explore relevant situations further and that elicit information regarding the types of responsibilities and skills you are looking for. If a candidate can provide results and responses from previous experiences that closely relate to the role at hand, then you can begin to compare their likelihood for success. If the candidate begins to delve into experiences that have little or nothing to do with the job at hand, direct them to other parts of their career history that may prove more beneficial. The key here is to avoid the pitfall of using gut instinct, and remain rooted in the facts of the information provided.
  4. Reconvene to Compare Notes – As each interviewer focused on their portion of the process, it is important to share that feedback with the group and ensure everyone is on the same page. Although each individual focused on different aspects, there will likely be overlap in certain skills, results, or red flags. If everyone is on the same page with the same information, it will be much easier to come to a consensus on whether or not the candidate matches the role in question.

Recruiting a management candidate can be a long, tiring process regardless of the scope of the role in question. The key to success, no matter the role, is to follow the above four guidelines to ensure you avoid the hiring pitfalls that can be so common. By clearly outlining the role, coordinating efforts, sticking to the facts, and comparing notes, you can ensure that your recruiting team is on the same page no matter the hiring decision.

Following these simple rules can help your team see a greater degree of success and skill in the candidates you interview and the individuals you bring to your team!

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Contact Center Management Hiring Pitfalls

Incept has been fortunate to continue growing over the past several years and adding not only to our team of Conversational Marketing™ Experts (CME), but also to the supporting management staff. As we grow larger and larger, it is important to us that we maintain a large enough dedicated staff to help our CMEs through each phase of their employment with us.

We are dedicated to our values and with each new hire, we try our hardest to ensure that they are a fit for us and that Incept is a fit for them, their needs, and their skills. When hiring for our management roles, however, we underwent quite a change in the management hiring process to promote further success.

One of the things we noticed as we reviewed our previous process versus the other processes out there was that we were often employing some very common, very ineffective interviewing techniques. As we began to look at what we were doing and where improvements could be made, we began to realize that there were some key pitfalls we were experiencing that were also fairly common in the recruiting world.

One of the largest hiring mistakes we made was relying too much on gut instinct. What we were doing was basing hiring decisions off of how we felt the candidate fit the role or how much we enjoyed the conversation. The key error here is using gut instinct to determine how well a person fits your role. If an applicant is a good conversationalist, friendly, or even just outgoing, it can often be misinterpreted as skillful. While a person may have a dynamic personality, they may have little or no experience or results to back up their claims. Going off of your gut instinct allows you to be fooled by individuals who are practiced interviewers.

Another pitfall we frequently experienced was attempting to gain knowledge by having candidates meet with a long line of interviewers. The goal here was to collect as much information on their experiences and their skills by having them meet with multiple individuals. The problem with this strategy comes into play when the individuals conducting interviews do not coordinate their efforts. When this happens, the candidate typically ends up answering the same questions from a host of individuals and providing very little information that is actually useful. These candidates often spend quite a deal of time catching up with each interviewer, spending time on idle chit-chat before the interview starts, and then rehashing the same old information they’ve already provided – wasting the time of the candidate and the interviewers alike.

Aside from these larger concerns, there were several other minor changes we made that were fairly easy in terms of implementation. One example of these minor changes was a change to the way we viewed our pre-employment testing. Whereas before we relied pretty heavily on how a person scored to determine their fit, we instead began to look deeper at their interviews, with testing simply providing additional information. This has proven to bring candidates out who may not have been recognized otherwise. Additionally, we worked on eliminating irrelevant questions. By providing very clear-cut guidelines for the conversation, we began to eliminate the questions that provide little to no useful hiring information.

Although these were the pitfalls we noticed most frequently, there are all types of hiring pitfalls that recruiters can experience. The key to reviewing your management hiring process is to begin by taking a long hard look at the process itself and then determining if it’s really producing the hires you need most.

Be honest with yourself about where you are experiencing pitfalls and why they are occurring. It may be nerve-wracking or difficult at first, but once you begin to see the error in the method, it becomes much easier to fix the problem!

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A Glimpse at the Cognitive Science Behind Daydreaming & Contact Center Agents

Have you ever found yourself just sitting there at your desk in a deeply focused state staring in a stoic manner at your monitor? Feels good, doesn’t it? Vegging out and just letting your brain waves vibrate. You just caught yourself what feels like a mental wave, and you’re hanging ten, dude.

Every teeny, tiny pixel silently singing and buzzing away as you continue to blankly look at the screen, blinking just a few times per minute. The thoughts are racing as a multiverse of endless possibilities unfold inside that cranium of yours. You are viewing yourself in third person as hypnagogic-like images of being a super hero, rock star, superstar athlete, or something else (anything else) fill your head based upon your individual loves, fears, hopes, and dreams.

All of this abruptly interrupted with the commotion of your coworker spilling his morning cup of Colombian brew on himself. The daydream is over now, and you are once again a part of the wakeful world around you. Pretty cool considering that whole moment was most likely less than fourteen seconds, but it felt like an escape.

The Research Behind Daydreaming

Studies on the topic of daydreaming conclude that most folks daydream for almost 47% of their typical day, not including their sleeping hours, obviously. Daydreaming is a ridiculously awesome thing that we humans do. We might not live in a perfect world around us, but daydreaming gives us the opportunity to live outside of ourselves yet within our own minds where everything and anything we can literally think of is a lucid possibility – even if only for a moment. That is a beautiful thing.

Daydreaming is actually a very good indicator for an active brain. In a contact center environment, a well-seasoned or skilled agent can feel sometimes bored with their tasks and calls. When the human brain feels like a task is easy or repetitive, it has the tendency to take the overflow of brainpower needed to do the task and focus it on other things. This can lead to things such as daydreaming.

While there is the obvious con of detracting from active listening skills, daydreaming can actually be a time when the brain is most active at trying to piece together new skills and information.

How Does Daydreaming Tie Into The Contact Center?

Our daydreams are focused mostly on the goals we want to achieve or things we most want to feel in life. Athletes dream before becoming professionals from the time they play little league to the time they make their first big league play. This is comparable to a contact center agent who is doing their very best with regard to their customer, so that they may be able to one day fill that future management spot after gaining experience.

The subject of daydreaming is vast, and it can offer many different insights into how someone is thinking or feeling at a given point in their life.

Many contact centers will have mandatory (albeit anonymous) employee satisfaction surveys. The industry clearly supports constant analysis of how we are doing, culturally, fiscally, and so on, but what about our concerns? How often do we ask our employees what is it that they hope and dream about? What is something you wish to achieve? What is it that you are looking to accomplish by working in this very contact center?

At Incept, we believe in showing empathy to customer circumstances with the donors and customers we speak with. It not only serves our purpose of “being human” with them, but it also opens up a constructive dialogue between the agent and the person on the other end of the phone.

This excerpt of info comes from

“Research published in Psychological Bulletin indicates that people who daydream are more likely to have empathy. Studying Israeli high school students, researchers observed that students with high scores on the Daydreaming Scale of the IPI demonstrated more empathy than students who scored low on the scale. Spend more time daydreaming, and you just might become a more compassionate person. “

While you may not directly encourage your employees to actively daydream at their work stations, it is something to consider. Consider providing them with a place to chill out and relax, such as a break room with posh and comfortable seating away from the noise of the contact center.

Hopefully this brings to light that a daydreaming employee isn’t always necessarily a bad thing for a company to have.

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Employee Hiring: Creating Accurate Job Descriptions

If there is one thing I’ve learned as a recruiter it is that following a process is a huge component of hiring success. When individuals are left to their own devices, there are endless variations of how a task can be completed and even more variation in the outcomes. By outlining, implementing, and following a set hiring process, your organization is better able to ensure that everyone is working towards the same results. Not only will you ensure that everyone is following the same steps, but they are also judging against the same criteria and looking for the same qualities in each applicant they interact with. This dedication to process shows itself in a number of ways throughout the hiring experience, from deciding on the need to hire all the way to selecting a person and bringing them on board. One of the very first steps you will take in the hiring process is creating a job description. Although it may seem like an easy task, it is arguably the most important step in the process.

Before any hiring attempts are made, it is pertinent that the role is clearly defined. How can you identify the best candidate if you are not sure what they will be required to do? Not only will you need to know what the person will be held responsible for, but also what qualities they must have in order to be both a position and cultural fit. All too often a candidate meets all of the skill requirements and is able to complete the tasks at hand, yet they struggle to fit the culture or environment of a company. Experience shows that if a candidate does not fit your company culture, their skills will only carry them so far. Before long, the new hire often becomes unhappy or the company loses enough morale to create conflicts. For this very reason, it is absolutely necessary to include cultural aspects in your job description. If a person will be working with a team, they will likely have different skills than individuals who prefer to work alone; if your company maintains a close, warm atmosphere and you hire a “cold,” detached individual, you likely will not have a fit. Including these traits will help to ensure that you find a candidate who not only brings the necessary skills to the table, but also brings the attitude and environmental traits needed to mesh well.

By setting clear expectations and responsibilities, you are better able to identify individuals who have the skills and traits you need when they apply. Before the resumes come flooding in, you are already armed with the information you need to make a sound hiring decision.   By comparing individuals side-by-side with your job description, you are most likely to choose the applicant who is set for success and avoid the individuals not suited for that role.

Creating a job description is often a task that takes little to no time and minimal effort. Using this method, however, you can begin to see how important that job description will be when vetting your next possible new hire.

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The Sticky Sweet Rewards of Social Media Marketing Efforts

As much as a health aficionado as I claim (and struggle) to be, I do rather enjoy the cold, bubbly, and crisp taste of a can of soda pop on a blistering summer day. Especially Mountain Dew.

To my bewildered, adolescent-like surprise I found out that Mountain Dew tweeted in the month of April that they were finally bottling their prized and widely lusted-after drink, Mountain Dew Baja Blast. Until now, this fine beverage has only been available through Taco Bell franchises. They have also made an effort to personally respond to 500 tweets that mention Baja Blast.

Baja Blast has been around since 2004 after being created specifically for Taco Bell by Pepsi Co. (owner of the Mountain Dew brand) and has been incredibly popular. So popular that the brand’s Twitter handle has been bombarded by constant pleas from the masses to bottle the sugary soda and make it available at retailers.

Lucky for us, Mountain Dew is no stranger to utilizing its fan base for feedback. Take a glance back to 2010 as they capitalized off of consumer feedback to determine what new flavor of three temporary flavors of Mountain Dew would be made into a permanent edition to the product lineup during their DEWmocracy campaign.

What Can We Learn?

With their current social media scenario being the recent unveiling of Baja Blast at local corner stores and grocers, they have only further solidified the product loyalty that exists for their beverage.

They have really taken advantage of social media networks to not only promote their brand, but to integrate it within their targeted consumer’s life in a seamless way.

I don’t know how many of you have ever received a personal response to a tweet at your favorite brand or company, but this is the kind of stuff I love to see companies doing. I try to model my own social media marketing approach on the idea that people want to interact with the brand you are representing on a personal level.

In an article on that explores the brand’s success, Mountain Dew’s Senior Marketing Manager Jamal Henderson gives further insight into their success.

“Mountain Dew has a fiercely loyal fan base,” said Jamal. The brand tapped into that group, which has generated some 30,000 tweets in regard to Baja Blast over the last three years, by crafting 500 personalized messages to people who had mentioned Baja Blast in the past. According to Henderson, “more than 83% responded.”

How Do We Tie These Lessons Back to Producing Content for a Contact Center’s Social Media Networks?

Working for Incept, as a contact center, things can be much more tricky, since we don’t have a consumer-based product such as a soda or other item that we sell. Our service is our product more than anything else. That doesn’t mean we can’t apply lessons learned from watching companies like Mountain Dew interact online. Heck, we can even implement some of their strategies into our own.

Here are some notable things I notice that contribute to Mountain Dew’s brand success and can easily be replicated.

  • They are personal with their social media interactions. Even on the Incept networks, I try to be as personable (yet professional) as I can in my interactions with people to really draw people into a natural conversation. It takes the artificial, plastic feel of a politically correct response you’d expect to receive from a multi-million dollar corporation and puts it into a perspective of having a conversation with another person.
  • They recognize what type of content does best with their audience. This is something that I can see being harder for contact centers, but it is something to consider, nonetheless. It is up to you as a social media strategist and marketer to recognize what type of content is successful with your audience and always be willing to tweak it to your advantage. Most contact centers wrestle with the issue of content that doesn’t speak directly to what they do or have a hard time finding engaging content to share that is also related to their industry. The key to finding out what type of content works best for your audience is not being afraid to try new ideas and concepts. Maybe you are spending too much effort on just one social network and need to simply evaluate where your time as a strategist and content creator is best spent.
  • They bottle their company culture. I am a huge advocate of company culture being the lifeline behind the scenes of a contact center. Your company culture also serves as your content source. Accordingly, employees love to be recognized. Make the focus of your content the culture that your company has to offer, and you open up a source of organic content that is layered with benefits that go beyond gaining likes or comments. The best content that Incept has shared or produced has always been content that is created with Conversational Marketing Experts (CMEs) in focus, as well as content that capitalizes on the current state of the culture that Incept has to offer. Our CMEs simply love to share content relevant to them, and we have seen a high rate of engagement from these types of organic posts in the past.


Companies like Pepsi Co., Old Spice, and Dollar-Shave Club are on the forefront of social media content creation, because they do something very simple: they take the culture surrounding the product they produce and make it into something entertaining. They conveniently place the advertising in the middle of the entertainment, and, in doing so, create something much more than an ad or a piece of content.

How can we as content marketers, creators, and strategists create similar content for our contact centers? It all starts with identifying and capitalizing on the strengths of our respective cultures at our own companies. Those cultures come down to the people that we employ and putting the spotlight on them.

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Avoid Fighting With Customers

When working in customer service, one of the dreaded moments of the day is when you answer the phone and a screaming customer is on the other end of the line. Great, you think. How did I get so lucky to get this customer? You try to muster up your best customer service bubbly voice and prepare to solve their issue, but the customer is so mad that you only make them more irate with your happy attitude. It seems that no matter what you say you are unable to satisfy this customer. So what do you do next?

Take a deep breath. You have to let the customer finish with their complaint. They have to get the words all out. If you interrupt them or try to stop them, it is only going to get worse, and they are going to get more upset, because they need to let it out. I kind of look at it like someone vomiting; you can’t stop them from throwing up. Don’t fight or argue with them, because you will not win. Be patient! You just have to wait until they are finished and then move on to cleanup duty.

The best way to clean up is to use great communication skills. You can soothe the situation by acknowledging the customer and letting them know that you heard what they said by paraphrasing their issue(s). Then continue with helping to resolving them. Take control of the call by ending on questions to keep the call going in the direction that you want it to go. If the customer gets angry again, start over with the same process of cleanup duty.

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Understanding Roles in the Contact Center

Last week I had the opportunity to participate in a training session and workshop provided by Dave Murray from The DiJulius Group. The purpose of the training was to talk about what it means to provide excellent customer service and to be more customer-focused not only to our external customers but to our internal ones as well (i.e., our employees, coworkers, etc.). Throughout the day my teammates and I were provided with countless examples and experiences that can make or break a customer relationship and how to implement better customer service techniques.

One of the biggest lessons I took away from the day came from a simple exercise completed at the very beginning of the training. Dave asked each of the individuals in the room to tell the group their name, what their title was, AND what they bring to the table for the company. This was a new exercise for me. I had provided my name and title countless times before to many different groups and had explained my role at Incept even more frequently. Dave encouraged us, however, to talk specifically about the impact we have on the company, the service we provide, the impact our teammates may feel from our work, etc. I was familiar with everyone else’s title and what their general job description or role looked like, becuase I had worked with many of them on a regular basis. What changed, however, was the way in which I viewed their role, as I heard their impact statements. I began to realize that they each provided something more to the team than just their job description. Some of them were motivators, rocks to lean on when you were having a bad day, some were the rule followersl; they give employees a steady answer and a guiding hand to know what to do and when. Some of them were just a smiling face bringing happiness and energy to even the worst of days.

Each of my teammates, though I had experienced these things before, woke me up to the incredible talents they bring to the culture every day. When you show up to work day in and day out and perform the same tasks over and over again, it can be easy to make them extremely transactional. When you rush from one task to the next you forget to take note of how that person made you feel, how they helped you when you needed it or how they encouraged you when you wanted to give in. What Dave and The DiJulius Group encouraged us to do was to treat each and every experience as the unique interactions they are. Make sure that you are noticing the impact that person has on you or the relationship and you can begin to make the most out of every interaction.

This idea really got me thinking; maybe instead of my standard answer that I “handle the hiring process”, I’ll tell everyone that I actually work every day to ensure that the people I hire will help our company grow. I try to select the most qualified candidates from our applicant pool so that the team leads and supervisors who inherit those individuals after training aren’t up for a battle. I try to choose candidates who fit the skills of the role to make the job less stressful for the team leaders and the company as a whole. The more qualified the candidate, the less the struggle to get them where they need to be; instead of constantly focusing on how to “fix” performance, we can focus on how to improve upon what is going well. I began to take more pride in the job that I do and the service I provide to Incept. When you stop thinking about your role and start thinking about your impact, you may see that you provide more than you think. You may also see, however, all of the areas where you can make changes that will leave a lasting impact on every customer you come into contact with!

Throughout your career, it is important to stop and assess what type of impact you are leaving on your customers!

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