Naomi Kelsey
SuperHumanNature
Naomi Kelsey has 10+ years of progressive responsibilities in the customer service industry, and 3 in the BPO training field, with an Instructional Design focus. She specializes in creating custom-tailored training programs in Language, Customer Service, and US Culture for both internal and external call center clients. Her vision is to bring "supernaturally human" customer service to all customers through innovative training methods and materials, great coaching tips, and true expert advice.
Working in a call center is one of the few jobs that employees with little or no formal secondary education can do, and expect...
1: They don’t know how to fix the issue This is the number 1 reason issues don’t get fixed. Lack of training, constantly changing...
1: Track numbers Telling someone that they’ve improved by 5% since last week is more powerful than a simple “Good Job, keep it up.”...
It seems to be just common sense that your reps shouldn't be trying to sell upgrades to irate customers, especially those whose issue did...
They're running on the fumes of a candy cane frappachino. They're trying to talk over the shrieks of visiting nieces and nephews, ...
I have already shared the very well written email I got from Buffer with you. Now for Part II, in which I evaluate their...
My socks are blown off. My chest hair is curled. There might be some people enjoying ice skating in what's normally a very hot...
If you've ever called an offshore call center that sounds like a busy street market, ringing with the sounds of a foreign language, you...
Many articles and tutorials offer lists of helpful phrases and magic words that can turn a call around. I say that's only half the...
Many articles and tutorials offer lists of helpful phrases and magic words that can turn a call around. I say that's only half the...
For almost all major companies who outsource customer service, "Bill explanation" in one form or another is a top call driver to their centers....
A world of stories: Source: weheartit.com In the top 3 of the most effective tools in my tool kit is the personal story. My...
A passionate life Source: http://weheartit.com/ Passion is what keeps you going when things are hard, unexpected challenges arise, or you get bad news. BUT: You…
Customer service tips usually follow the same formula or list format. They generally give well intentioned, but vague and overused advice about being empathetic...
Who are they? They are.... Diamonds Pearls Jades Marcasites Golds Diamonds This type sparkles under pressure Who are your Diamonds? Diamonds are your superstars—they're expensive,…
How trainer- friendly is your training design? Abandoned Classroom (what you do not want!) Source: Flikr Images First, what do trainers want? · ...
Feedback: You need it. It can be scary to put your "baby"-- your carefully created, lovingly made training event-- into the hands of what sometimes...
Inside the world no one wants to talk about in public but everyone's morbidly curious about....Collections. I worked collections for 6 months, and learned an...
Here's what you can do about it. Why do they stink so bad? 1: They're getting lost in the clutter. Labeling them urgent, typing them…
Wherever you are-- flicking through the TV spotting a super-cool graphic logo, idly scanning the cork-board announcements at your local coffee spot-- if you're...