Wendi Pomerance Brick

Communication. The tools only support how well you manage the team. Start every project with a kick off meeting where you spell out the ground rules for the engagement, get buy-in on major milestones, frequency of formal communications, response turnarounds, etc. Keep talking. Be action-oriented in all your communications “this is what we need…[Read more]

Call Center Success – Here’s the Summer Issue of “The CSA Edge” http://www.thecsaedge.com/documents/CSAEdge_Summer2012.pdf and the link to the SBA interview on the same topic. http://lnkd.in/kTNvc7 . This version of the audio has no advertisements. Enjoy!

As a supervisor of people for the past 14 years, created work environments that were fun, productive, engaged, valued individuals, supported learning, practiced continuous improvement, and were passionate about helping others. Fostered relationships with team members that have lasted through life and career changes.

We’re using HootSuite. We like the dashboard ability to see everything at once, link and pre-time the updates and collect the statistics it provides. I do have to admit we’re new to all this, but that’s our experience so far.

You are most welcome, Dave, and thanks for asking about additional information.
The Elements are the subject of the book “The Science of Service: Six Essential Elements for Creating a Culture of Service in the Public Sector.” Here’s the book’s web site: http://www.TheScienceofService.info. There’s an excerpt posted. Also check out our web site’s…[Read more]

Yes, we’ve done this multiple times with internal facing services, such as HR, IT, Finance and Contracts/Procurement. Components of the program are the same Six Essential Elements we use in all programs. The core principle is that everyone you interact with everyday is your customer, including your team mates, subordinates, colleagues in other…[Read more]

Great summary Amy. Social media is still new to lots of agencies and organizations. This advice is helpful.
We just completed researching and creating our social media plan. Think of social media as if you are at a party. Each person you talk to, you are trying to build a relationship with. You are trying to get to know people and have people…[Read more]

That’s a very creative way to recognize great service!
Recognition is most valued and effective for promoting continued greatness if it designed with the person being recognized in mind. What I mean by that is some people are introverts and some are extroverts. An introvert would not enjoy being brought up in front of a large group and being…[Read more]

This is an excellent point, Amy. Customer service isn’t only about being friendly. If you are really nice to me and can’t answer my question, or give me the wrong answer, that’s not really good service. If you are really nice and can answer my question, but don’t call me back for 2 weeks, that’s not good service either.
Think of great service…[Read more]