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customer service

Quality Assurance? Call me crazy

With some companies, recording customer phone calls is common practice. Under the guise of “quality improvement,” or Quality Assurance, you can expect a utility or an insurance company to offer you the fair and familiar warning. “This call might be monitored or recorded for quality assurance purposes ….” Something like that. I’m never really sure. All they said was it “might” be recorded. I must s...
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How to win at your game.

Similarities to poker illustrate how you are in control The best strategy usually comes from thinking long-term. This rule of thumb applies as much to the metal business as it does in the game of poker. In poker, just because you win a hand doesn’t mean you’re good and you don’t have more learning to do. But we do learn best when we can see and experience good examples—poker has many. Did you kno...
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