This one amazing tool will completely change the way you train!

Change up your game! Using branching scenario games to add engaging challenges to your training curriculum.

Branching scenarios are a great way to teach thought processes, behavior, or communication skills, and to show the consequences of choices, all while playing an immersive, challenging, and realistic game.

In order to be successful, the scenario should be realistic and complex, should have a series of cascading choices, and should support two or more choices that appear equally valid for each scene.

Branching Scenarios are so much fun to make and so exciting for the learner that you’ll want to immediately convert all your existing topics into the format.

 The only bad news about Branching Scenarios is that they aren’t a good match for all topics. Like aged cheese, the films of Quentin Tarantino, and opera, they are only for certain audiences.

They work very well for nuanced situations like cultural integration, ethical choices, conversations where word choices are key (such a sales and performance coaching) and customer service interactions that are “off-script”.

I have found through experimentation that this game doesn’t really work to teach fact-based topics, such as “how-to” or “tips”. The end result is very flat with the choices being very obviously right or wrong—no real challenge for the player.

The best fit for Branching Scenarios is a very specific situation where a series of decisions must be made, and these decisions lead to consequences.

You need:

1: A situation that is real, complex, detailed, and specific.

“An irate customer” is the right direction, but we need the same level of detail an associate faces on the floor– account history, product specs, scripting, and tools.

2.  The common mistakes or errors made during the process, and the consequences of same.

If we are teaching our learners to make nuanced choices about sharing confidential documents, get your SME to tell you what happens when an internal power point is leaked, and then write that into your scenario.

3.   A clear, actionable goal.

 “Awareness” or “compliance” is simply not enough.

What specific steps, behaviors, scripts, or actions does the employee need to demonstrate, and how will we know they are being done? Drill down deep to get the real performance objective to build a successful scenario game.

Resource Guide for Branching Scenarios

http://www.articulate.com/rapid-elearning/

This blog is an incredible warehouse of gems on e-learning, instructional design, graphic design, and how to use PowerPoint and Articulate to your best advantage.

http://blog.cathy-moore.com/

This blog will change the way you think about creating training materials. Highly recommended!!

http://www.worldwarfighter.com/hajikamal/activity/

Cathy Moore’s exceptional game. Use as inspiration for where we can go with our Branching Scenario Games!

http://www.branchtrack.com/

Branching Scenario Game tool.

So get out there and start branchin'!!

Blitzed! 5 top tips for offshore employees dealing with US Holiday season.

It's coming....something twinkly this way walks!

They're running on the fumes of a candy cane frappachino.  They're trying to talk over the shrieks of visiting nieces and nephews,  and juggling tape, scissors, catalogs, and ornaments with one hand while writing their Christmas letter with the other: this customer is fragile. Handle with care!

Here's a few tips to help them handle the madness.

1: Tailor your materials to the "high middle" level of rep awareness.

My previous company put out company- wide communiques about Christmas, New Years, and Thanksgiving (yes, they missed a few holidays, but hey, they tried!). They included background, traditions, and greetings, as well as fun trivia.

They were geared towards the "intermediate" level, which I think was the right choice. Most agents are familiar with the basic idea of US Holidays-- they may have seen music videos, movies, or read magazines and books with these holidays featured. Some countries either celebrate the same holiday or have a version of it, so this raises awareness as well. Don't bore your audience with basic stuff-- at the risk of having them ignore it!

2: Give your reps an idea of what the customer (probably) loves about the holiday.

For Thanksgiving, it's all about the food and the football game. For Christmas, it's all about the big family gathering, the "loot" and the lights. New Year's is all about a resolution that everyone knows you'll break. If you give your reps a few quick talking points and sound bites, they'll make a much stronger connection to your holiday-season callers than with a tepid "Happy Holidays".

3: Go beyond the warnings about stress to the reason that the stress is happening.

Explain the pressures of travel, the expectations that those [expletive deleted] commercials set, the stress of seeing family members that were otherwise avoided all year, and so on. Try to bridge these to common experiences in your reps' lives, if you can.

4: Anticipate and adjust your top call drivers, and create training around these.

Quality and Operations may have done this already, but it's up to you to make sure your reps are prepped for the onslaught of returns, lost packages, and frantic orders that they'll face, especially if they're seasonal ramp employees.

5: Create a  training package for each holiday, with top call drivers, information about the holiday, sound bites, etc.

If you're off duty, traveling, handling the 50- people- just- quit -crisis, or just otherwise engaged, it's a smart move to have a place where you employees can go to get the information they need about the holiday. SharePoint, Chatter, Yammer, or other Enterprise Social Media/LMS is a great place to store this stuff.

And don't forget the reason for the season... Sharing photos, foods, or stories with your reps can help them "get it" much quicker and bettter than any Power Point presentation, no matter how awesome the graphic are.

Now get out there and start spreading some holiday cheer!

These guys are good! Check out the Part II of the Buffer saga!

Socks remain blown off! These guys are so good.

 

I have already shared the very well written email I got from Buffer with you. Now for Part II, in which I evaluate their follow up email.
And class, I don’t even use Buffer! I signed up but quickly realized that I don’t cache enough content or have enough tweets to make it worthwhile…at this time. But you bet your bippy when I do I’ll not only use it but recommend it to friends!

The email:

Hi there,
I wanted to follow up with you after yesterday's hacking incident. For many of you this has seriously disrupted your weekend - I'm sorry we caused that awful experience. The Buffer team has been working around the clock and I'm glad to say we're back up and running. We have also spent all of today adding several security measures.
There's one key step to using Buffer again: You will have to reconnect all your Twitter accounts, even if you've already done so. Go to the Buffer web dashboard to reconnect.
Other important things for you to know:

·  Reconnecting won't work in mobile apps, all Twitter accounts will have to be reconnected on the web dashboard.

·  Your Facebook posting will have resumed normally, there is nothing you need to do.

·  Signing in with or connecting a new Twitter account in the iPhone app won't work until our new update is approved by Apple.

I want to apologize again and say that I'm incredibly sorry this has affected you and in many cases also your company. We've written a blog post with ongoing updates as we uncover the full details.

What is left for us right now is to complete our technical analysis and take further security measures. We will follow up with another update on this soon.
I want to invite you again to hit reply to this email or post a comment on our blog post. We will be sure to respond to you as fast as we can.

- Joel and the Buffer team

I’ll once again quickly detail the things the team has done right:

1: Writing a follow up email at all! This shows they are serious, they care, and they’ve taken the time to communicate with their customers.
 
2: Empathy with a specific understanding of what it may have cost the customer—time, convenience, trust in the company. Understanding what you have cost the customer is key in crafting a sincere, believable and effective apology.

3: concrete steps showing what you’re now doing differently, in this case “adding several security measures”

4: Using formatting to emphasize points- bolding, spacing and bullets are all used very well here

5: Again, the apology “sandwich”—apology, steps taken, apology. Good move.

6: What’s next/ what can the customer expect? After something goes wrong and you’ve fixed it, there is still a dangling thread that some companies miss- what’s next. It’s also smart to move the customer “past” the unfortunate event and to looking to the future. These guys are good!

7: Offers (with links!) to communicate. So many times I’ve searched in vain on a bill for a web address, phone number, or any way to get in touch with the behemoth company who’s issuing commands at me. It’s nice to see a sincere attempt to communicate.

 

All around good show!

 

Wanna see how to blow your customers’ minds? Check out this amazing email from Buffer!

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 location. Someone somewhere stepped up to the plate and created a no B.S. apology email that is a thing of beauty and a joy forever! Go Buffer!

(I asked Buffer if I could feature their emails in a blog post and they said sure—another example of great customer experience!) Here’s the whole email.

Hi there,

I wanted to get in touch to apologize for the awful experience we've caused many of you on your weekend. Buffer was hacked around 1 hour ago, and many of you may have experienced spam posts sent from you via Buffer. I can only understand how angry and disappointed you must be right now.

Not everyone who has signed up for Buffer has been affected, but you may want to check on your accounts. We're working hard to fix this problem right now and we're expecting to have everything back to normal shortly.

We're posting continual updates on the Buffer Facebook page and the Buffer Twitter page to keep you in the loop on everything.
The best steps for you to take right now and important information for you:

• Remove any postings from your Facebook page or Twitter page that look like spam
• Keep an eye on Buffer's Twitter page and Facebook page
• Your Buffer passwords are not affected
• No billing or payment information was affected or exposed
• All Facebook posts sent via Buffer have been temporarily hidden and will reappear once we've resolved this situation

I am incredibly sorry this has happened and affected you and your company. We're working around the clock right now to get this resolved and we'll continue to post updates on Facebook and Twitter.
If you have any questions at all, please respond to this email. Understandably, a lot of people have emailed us, so we might take a short while to get back to everyone, but we will respond to every single email.

- Joel and the Buffer team

From the informal but still respectful tone to the bullet pointed list for ease of reading, this email just does so much right. Let’s go through it part by part:

1: A name- Joel.

Putting a name on the customer service engine of your product or services might not be a perfect move for every organization, but for Buffer, it works really well. It seems more human, and much more approachable than ‘Thanks, The Management”.

2: An informal, yet respectful greeting:

Hi there, I wanted to get in touch to apologize for the awful experience we've caused many of you on your weekend.

To the point, personal, and direct. No business fluffery or jargon here. Love it!

3: After a brief recap of what he’s apologizing for, he uses a sincere, simple empathy statement:

I can only understand how angry and disappointed you must be right now.

His grammar is a bit wobbly on “I can only understand” (he’s missing a key word here “I can only BEGIN to understand”) but I chalk that up to time pressure and just good old human error.

4: Letting the customers know they are working on it up front, rather than using a vague, cliché-filled fluff bomb to explain away the poor service:

We're working hard to fix this problem right now and we're expecting to have everything back to normal shortly.

5: Probably the best thing about this letter: a concrete list of steps you can take in bullet point form. God Bless Joel. He thought about the needs of his audience, rather than the need to cover his fanny.

The best steps for you to take right now and important information for you:

• Remove any postings from your Facebook page or Twitter page that look like spam
• Keep an eye on Buffer's Twitter page and Facebook page
• Your Buffer passwords are not affected
• No billing or payment information was affected or exposed
• All Facebook posts sent via Buffer have been temporarily hidden and will reappear once we've resolved this situation

6: Always a good move: reiterate your apology and remind people that you are taking steps to resolve it, fix it, or change it.

I am incredibly sorry this has happened and affected you and your company. We're working around the clock right now to get this resolved and we'll continue to post updates on Facebook and Twitter.

7: Offer to answer questions, with a very nice setting of expectations upfront:

If you have any questions at all, please respond to this email. Understandably, a lot of people have emailed us, so we might take a short while to get back to everyone, but we will respond to every single email.

Well done Buffer Team!

There’s also going to be a Part II to this blog entry, since I received an equally wonderful follow up email.

 

 

Unfixable: the most challenging obstacle I ever encountered in my call center days

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 can bet your Tuesday lunch there is a tight lipped ex-pat in the background, making throat-slashing gestures at the offenders in vain.

3 and a half years ago, I landed in the Philippines in a semi-provincial area to work in a call center creating training materials, coaching, and training front line reps on communications, soft skills, and language. The job was extremely challenging, the support pretty nonexistent, and the hours were hell. My desk was in the middle of the production floor, an area we semi-affectionately called “the Dungeon”. All of these challenges paled in comparison to the looming obelisk that blotted out the sun: EOP.

EOP was the acronym for “English Only Policy”. It makes sense to ask and require reps to speak only English at work and on the production floor. What was next to impossible was getting them to do it.

I tried email reminders. I tried bribes. I tried “catching people doing the right thing.” We created slogans and had a contest. We printed tee shirts. I created a campaign of emails with illustrations (beloved, yet completely lacking in impact) called “EOP Stars” which featured people of Filipino extraction or origin who made their careers on English—people like Bruno Mars, Apple d.App, and Josie Natori.

 The communications team as a whole tried meetings -one of which was held with the entire 200 person production team- where I held up ominous bar graphs showing a decline in our customer satisfaction score with an increase in our floor size (meaning our floor walkers couldn’t physically get to all of our agents and remind them to zip it). We tried threats, keeping score, and as a last resort, embarrassing the offenders in front of everyone.  We created reminders called “Background noise K.O.” that explained we would grade any call in which background noise was captured a “0” in Quality. We wrote people up and reported offenders to the powers that be.

Nothing could budge people from their desire to speak in what we (wrongly) called “vernacular” no. matter.what.

I spent a HUGE amount of time trying to understand this. English is the accepted language of worldwide business, most likely closely followed by French, Chinese languages, Hindi, and Arabic. Filipino (and the local dialects) doesn’t even make the top ten! For ambitious young professionals, accent- free or “neutral” English was a marker of success and class. So why were our reps so resistant to speaking in English?

After more than 3 years living with and working with Filipinos, I have only guesses.

 My first guess would be the intense, almost maniacal national pride that Filipinos have for their people and heritage. With few natural resources, a history of occupation and struggles, and widespread poverty, national pride in the people themselves as a kind of living museum is a must. Tee shirts with the slogan “The Filipino is worth dying for”/ “100% Filipino” and other such lines that celebrate the people of the islands (rather than, say amber waves of grain, or purple mountains majesty) were very popular. Language is a part of culture and heritage, which I (humbly) submit was ignored or bulldozed for many years (first by the Spanish, then by the Americans, now by the business world at large).

My second guess is that it’s a combination of a) never really finding the right motivator and b) the transient nature of front line call center work means that the talent pool tends to be young, carefree, and not super serious. Having fun with friends and finding romance were reasons people came to work, rather than “career advancement” or “financial independence.”

My third guess hinges on something that I will most likely never understand fully: culture. The bonds of interdependence and connection between family and friends are so tightly woven that for some, speaking English instead of the local dialect feels like a kind of betrayal, a kind of show of arrogance. And when it came time to choose between a seatmate who loaned them money, showed them sympathy when they were down, hooked them up with a cutie they knew, and was just generally there for them and speaking English: no contest. Speaking English could at best mark you as an upstart, at worst get you a freeze out. The “cool kids” in the account actually put on a heavy accent to speak English, and you can imagine the trickle-down effect this kind of thing had!

I left that town never really knowing what I could have done to make a lasting difference, and wondering if maybe the initiative itself was somehow beside the point. Was EOP just another misguided effort to standardize something that should not be standardized—akin to what happened to the U.S’s indigenous peoples in the 1800’s? Or was it really ‘for their own good’?

I leave it to you to ponder.

 

Tutorial: PhraseHacking!

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 story. You need the recipe, not just the finished product. You need to know how to construct your own magic phrases—not just parrot the ones you found on in a listicle somewhere.

I’ve performed word-by word “autopsies” on some effective phrases I’ve used or heard used in my call center days, for your own coroner’s report!

The four phrases:

“Hi, I hope you can help me.”

“Okay, we are at $87.52 today.”

“So, I see by the notes that you’re considering closing out the account today.”

“Oh, I wish I didn’t have to say that it’s the case, but unfortunately, that’s what we’re looking at right now.”

 1.       For collections: (For requesting contact information from a third party)

“Hi, I hope you can help me.”

This phrase was extremely effective. Why?

1.       “Hi” (Informal greeting, sets a friendly tone)

2.       “I hope” (no one wants to dash your hopes)

3.       “you can help me” (a request for help is actually a more powerful psychological bonding tool than doing a favor, studies show. Use this to “bond” your listener to you.)

Overall, this phrase gives your listener a direction, and something to do, to get you off the phone graciously—i.e., give you the contact information. It also puts you in this position (see below article), ‘the powerful supplicant’.

http://www.slate.com/articles/life/culturebox/2013/08/the_kindly_brontosaurus_the_amazing_prehistoric_posture_that_will_get_you.html

Frankenstein’s monster: making a similar sentence using the knowledge you gained from your autopsy

“Hello there¹, I’m hoping you might be able to² help me out here³.”

2.       For retail or other sales: (Giving tally)

“Okay, we are at $87.52 today.”

1.       “Okay” (casual usage, indicates wrap- up of job duties, sounds brisk yet friendly)

2.       “we” (magic word cubed. “We” creates a sense of teamwork, unity, and the subtle indication that you’ve been working with the customer this whole time.)

3.       “are at” (Some people don’t like roundabout ways of referring to dollar amounts- those numbers with no currency indicator you see on menus, or the like. I personally think it’s situational. When you’re the IRS, you don’t say “We’re at $15,528.53 today”. There are times to be exact, and there are times to draw the veil of subtly over what you’re doing. Shopping for pleasure is one of those times to blur the lines of harsh reality as much as possible.

4.       “today.” (You’ll be back! Or conversely “Hey, it’s just one day, tomorrow you can go on a budget! But YOLO!”)

There is something offhand, casual, and even at bit international about this phrase. Heard it at the H&M in Denver Pavilions shopping center and was so struck with it I decided to write this article.

Frankenstein’s monster: making a similar sentence using the knowledge you gained from your autopsy

“Alright¹, we’re² looking at³ 57.92 for you this time⁴.”

3.       For retention: (Upon opening up the case)

“So, I see by the notes [or “my other customer service agent told me” if you have a retention queue that is separate] that you’re considering closing out the account today.”

1.       “So” (this is the opening shot of a longer conversation, inviting explanations, which means you can give counteroffers.)

2.       “I see by the notes” (I pay attention and I care)

3.       “you’re considering” (You haven’t done it yet, but I am deferential to your wants)

4.       “closing out” (or some other delicate euphemism like “changing the status of”/ ‘discontinuing”)

5.       “today” (What happened in the recent past that dramatically changed your service so that TODAY you called us? Oh my gosh!)

I had to train my retention reps out of saying “You want to terminate your account, is that correct?” (So many things wrong with that, I don’t even know where to start!)

Frankenstein’s monster: making a similar sentence using the knowledge you gained from your autopsy:

 So¹, I can see that² you’re thinking about³ discontinuing⁴ your services with us today⁵.”

 4.       For all customer support bad-news situations:

“Oh, I wish I didn’t have to say that it’s the case, but unfortunately, that’s what we’re looking at right now.”

1.       “Oh” (universal signal for regret)

2.       “I wish” (further signaling that you care, and you regret having to give bad news)

3.       “have to say it’s the case” (firm yet polite way of setting expectations and boundaries)

4.       “unfortunately” (signally that you understand the frustrations/situation of the customer

5.       “that’s what we’re looking at” (I particularly like “what we’re looking at”- it orients the “team” to the mindset of problem solving and looking forward to solutions, rather than digging in and arguing about the policy or situation)

6.       “right now” (this signals that the situation is not ‘set in stone’, and the customer doesn’t have to contact the BBB or the Attorney General to file a complaint, things might change in the future)

Frankenstein’s monster: making a similar sentence using the knowledge you gained from your autopsy:

“Oh, gosh, what a tough situation¹. I wish I didn’t have to tell you this², but⁴ where we are5 right now⁶ is…”

I heard this phrase from a recorded call from India. I was tasked to find out why certain Indian reps were getting such high scores from our customers (answer: partly their Anglo-Indian accent, which sounded extremely high class and credible, partly their delivery—sweet and helpful.)

Well, you heard the medical examiner! Now you know why these types of phrases are so effective. Go forth and use your knowledge!

The biggest mistake your agents are making in bill explanation: the Memento problem.

For almost all major companies who outsource customer service, “Bill explanation” in one form or another is a top call driver to their centers. (For those that just want to know where Memento comes into play, see #4).

How do you get this pivotal service right?

1.       Listen very carefully to the customer and ask questions

There are generally only a few reasons the customer needs their bill explained: unexpected charge, or first bill, or new customer on an existing account (i.e., hubby calls in to make a payment when it’s usually wife’s job, or vice versa). Your reps will answer the same questions over and over. For most bills, I would say about 75%, a standard scripted explanation will be sufficient.

However, the remaining 25% will age you before your time and make you face your own mortality, because they are so challenging to understand, let alone script.

This is why it’s key to listen to all the information coming from the customer, ask targeted questions (list below) and  pay attention to what the customer says at all stages of the game.

 Generally, customers are the worst source of information about their own account—I mean, they’re calling you for information, right? If they knew, they wouldn’t be on the phone with you! But in the case of the double bill, the missing bill, or the bill that keeps coming in the wrong name, they usually have valuable information.

-        Targeted questions to ask (nicely!!!)

o   Have you had this issue before? If so, and if it was resolved, what was the resolution?

o   When did you first notice this issue?

o   What is the outcome that you would like to see here? (This may help with people who rant, ask questions, rant, go on a tangent, and then rant some more.)

o   Before I explain this, would you like me to refer you to our Self Help page (or other resources they could use to resolve the issues alone)?

 

2.       Use active listening to paraphrase the concern before commencing with the explanation

With outsourced agents who speak English as a second language, it’s a fact that nuances can be missed. With billing questions, especially tangled events like a promise for a % off that never happened, it’s very important to double check with the customer before “solving” the issue.

-        Paraphrase1: “So, you’re seeing a charge for $41.95 over and above your normal charge of $21.99, and you’re wondering what happened there?”

-        Paraphrase after catching the miss from paraphrase 1: “Oh, your entire bill is $41.95. Okay, so there’s an additional $19.96 that we need to find somewhere.”

 

3.       Match the speed, pacing, and comprehension level of your customer

I’m sure I don’t need to explain this advice in detail, but let me fill it out a bit by suggesting how you can determine the comprehension level of your customer.

-        Vocabulary. One of the easiest ways to determine the “reading level” of your customer- do they use industry jargon (such as “billing cycle”)? Do they seem familiar with billing practices at all? (It happens that we do get callers who’ve never seen an e-bill or even a checkbook!)

-        Question frequency- are they asking a lot of questions or are they just giving you verbal nods? A lot of questions usually means they aren’t following your level of conversation and it’s time to take it down a notch.

-        Type of question- pointed or targeted, or “huh? What?”

-        Verbalizations other than full words. “Uh, eh, oooh, mmm” etc. Listen to these to tell if the customer is understanding you or is lost

-        Total silence. You’ve usually lost them.

-        The structure of their explanation upon calling:

o   Example A (low structure): “Uh, yeah, um, about my bill? Okay, what happened is, I signed up for $29.99. And that was like, last year, or whatever. And now I’m seeing, I dunno, about $60.00 or something! So, uh, yeah.”

o   Example B (high structure): “Hi, Lorinda, you can help me by telling me what this charge is in the amount of $61.97 on my bill of June 1. My account number is…”

 

4.       Explain it as if you were telling a story: beginning, middle& end.

This is the biggest single mistake agents make: they start with the issue, not with the origin of the issue. Factoring in challenges with grammar and sometimes cultural expectations (“Don’t give bad or upsetting news directly, it’s better to talk around the issue and let the listener draw their own conclusions.”) and you have a vague, muddled, hard-to-understand bill explanation.

Most agents start with “Okay, so if we take 295 and minus out this month’s bill for 49.95, we have 250 dollars, right? So then we go back to August, and we see that there is a charge for 25.99, right? Okay, well that is 10% of 250 dollars.” WHERE DID THE 250 come from???

It is VERY HARD to think backwards for most people. It’s like watching the film Memento. Memento is a really cool film, but its limited audience and cult status are in place for a reason: it’s a brain buster.

Don’t try to challenge the intellect of your customers by making them think in reverse. Tell the story in the order that it happened, *starting with the origin of the issue*.

-        The steps in telling your bill story:

o   The precipitating event- the domino effect-the current state:

 “Okay, back on July 7, we were expecting to receive your old cable box. That was the end of the 30 day cable box receipt grace period. Since we did not receive the old cable box, a charge for 259.00 was generated. (The precipitating event) This charge then appeared on your August bill. Since you mentioned that you sent in a check from your vacation home for the usual amount of your bill, the additional 259.00 did not get paid in that cycle, leading to a finance charge of 10%, of 25.99. (The domino effect) So your September bill is now…” (The current state).

 

5.       Follow up with a test close and actually answer any concerns that you receive

After you’ve explained the source of the questioned items on the bill, (or solved whatever other concerns they may have), make sure that you ask “Is there anything else we could help you with today?” Sometimes customers don’t want to interrupt a very clearly earnest and trying very hard agent, but they couldn’t capture the explanation. This is their chance to ask again, or ask for more information. It’s also your last chance to have First Call Resolution, or to ensure that they won’t call back a few hours later on the same issue, because you didn’t really explain it well the first time.

6.       Guide them to resources where they can find answers on their own or through a community if they would like

Personally, I would suggest doing this after a good, solid “solve” and really at no other time—not before, not after a half assed solve, and certainly not after a no-solve! (Unless company mandates it, in which case….all I can do is shake my head). After a solid solve has been achieved, the customer is in the glow of happiness—you fixed their problem!

Now is the time to offer the vaunted value- add! Now is the time to ask them to “join the conversation” at #cablebillsmakemetingleinside. Now is the time to gently ease that baby bird of a customer out of the nest of the call center and into the welcoming arms of the community! Fly, baby customer! Fly!