Nate Brown

Creating Quality Customer Service Interactions With DiSC

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents.  Having had exposure to many of these,...

Speaking The Language Of CX Value

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence.  It was perfect for my gregarious, people-pleasing personality.  The year...

The Contact Center – Company Farm Team?

Most of us can agree that losing top talent outside the organization is something we should work to prevent.  However, something leaders don’t talk about as often is the very real phenomenon of agents leaving the contact center to pursue roles in other areas...

The Key to Great Customer Service: Collaboration

  When it comes to creating an exceptional service culture, nothing is more important than a team's ability to collaborate well.  Both the agent and the customer experience will be exponentially better with 360 degrees of partnership - agents partnering with each other to share...

Gamification in the Service Center

How to creatively motivate and retain employees in your support environment Originally posted on ICMI Blog Page, April 9th 2015 - http://ubm.io/1Ne3bix At times I wish the word “game” was not part of the word “gamification.”  While it is certainly an important element, the principle goes...

Communicate Better with Your Customers

* As originally published to the Communicate Better Blog on December 11, 2014 When it comes to building relationships with key customers, our ability to communicate face to face is paramount. Service leaders often spend countless hours working with representatives on phone skills, and yet...

High Altitude CX

Encouragement and practical wisdom for those ascending the mountain to better customer service. If you’ve never been to Mount LeConte in the Great Smoky Mountains, it’s one for your bucket list.  The 5.5 mile trek up the mountain along the iconic Alum Cave trail is...

Cultivating Fantastic Customer Experiences

Originally posted on www.communicatebetterblog.com, August 15, 2014 I regret to announce my retirement from recreational gardening. It is a sad decision, considering my fledgling age, but a fairly easy one given the fact that everything I plant dies. Even my suburban office cactus...

The Two Factor Theory and Customer Service

Originally posted on CustomerCentricSupport.com, August 5th, 2014  Co-written by Ben Patient and Nate Brown In the late 1950’s, Frederick Herzberg introduced his research that has revolutionized the way we look at motivation in the workplace. This theory is known as the “Two Factor Theory” and…

Survival Mode Kills You (And Your Team)

“The strong survive, but the courageous triumph.” - Michael Scott, The Warlock Have you settled for survival? Does your everyday become a fire drill that leaves you emotionally barren? It’s time to stop....

The Customer-Centric Ambassador Program

Maintaining a customer-centric focus should be a priority for every group in your organization.  A simple concept in theory, but as soon as the water gets rough we tend to batten down the hatches and retreat to our internal comfort zones.  It may be...

Customer Service, Kayaks, and the Tennessee Wildlife Resources Agency

A lake-side lesson in credibility. Co-written by Jim Quiggins and Nate Brown “The unspoken.”  It’s not only a feature of awkward prayer gatherings, but it can also be the most important element in customer service transactions.  An outstanding resolution requires so much more then answering...

Customer Centric Lessons from “Divergent”

While it may not carry quite the same professional relevance as the DiSC test, the personality factions from Veronica Roth’s “Divergent” are a fascinating study of human behavior.  We all of us have a default frame of mind by which we approach the world,...

The Top Six Lessons from Six Years of Service

A jump start for those new to the Customer Service industry. Congratulations on winning your role in customer service!  As someone celebrating six years in the field, I can say with confidence that there has never been a better time to choose support as a...

Customer Delight vs. Customer Effort – Find The Perfect Balance!

https://www.youtube.com/watch?v=u6jusXI2--g&feature=youtu.be There are two camps forming. Both are waving the customer experience flag with great conviction. Thousands of support leaders are choosing sides and donning the colors of either Customer Delight or "The Effortless Experience." Before taking your long sword off the...

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