Business Process Management
Business process management is the last thing on my mind each summer when I invest a week, serving as an athletic director, at a Pennsylvania church camp. Most of the campers are about 8 or 9 years old it’s my…
HVAC Customer Service Behaviors
Among my clients, there remains one consistent factor: The good companies want to get better. During the last 16 years, I have only been hired by the best companies. When I enter a new client’s facility for the first time,…
Customer Service Stress Relief
Ask any phone rep and they'll say that they seek customer service stress relief. Almost 20 years ago, Martha MacCallum interviewed me about phone stress. Both she and I were younger back then... way before she went to Fox News.…
Steve Coscia on CNBC Power Lunch
Interview with Steve Coscia on CNBC Power Lunch. Bill Griffith asks about Steve's book, Tele-Stress. Steve Coscia conducted the customer service industry's first study on the physical and emotional manifestations of stress in the phone service environment.
Learning Should Be Fun!
Serving the best companies is always more fun - especially when employees roll up their sleeves to participate in interactive learning exercises. Airefco is one of the best HVAC distributors on the west coast and their employees seek innovative customer service…
Workforce Development, Welding & Weiners
A while ago, I visited the College of Southern Nevada to teach a soft skills class as part of their workforce development. Travel permits me to visit with good friends and at fun locations. CLICK HERE to see my upcoming travel…
It Only Looks Like Fun…
I might just have the best job in the world. The work requires preparation, stamina and creativity. And I guess it looks like lots of fun. Below are three photo collages. Clicking on a photo expands the image so you…
Workforce Development: Mechanical Trades in Trouble
Regarding workforce development, the U.S. Bureau of Labor Statistics reported, "the unemployment rate decreased by 0.2 percentage point to 4.5 percent in March [2017], and the number of unemployed persons declined by 326,000 to 7.2 million. Both measures were down over…
Why Airports Suck….
Business travel in my pickup is much more pleasant than enduring airports, shuttles and car rental facilities. Submitting my travel itinerary to airline employees, shuttle drivers and counter clerks no longer works for me. Click the below map for more details.…
Make Time to Think!
People who invest lots of time behind the wheel tend to have more time to think. As an activity, thinking is highly underrated. Some of my best ideas arise while driving. If you are a customer service professional, I bet…