My Bad Business Model

My product can’t be manufactured without me being physically in the “factory”; I’m a shopkeeper who always has to be on the premises in order to make a sale, and my product can’t be made in advance, stockpiled, or frozen. I am, in fact, my “product” — the telephone prompts I voice for telephone systems […]

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Phone Phobia

It’s not technically a “phobia” — actually more of a preference — but despite the fact that voicing telephone systems is my bread and butter, I can’t actually stand talking on the phone. Is that odd? I’ve always been like that. I come from a family where we talk with brevity, stating our piece, and […]

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You Are Now Free To Move About the IVR

Searching online for disaster stories about convoluted telephone systems and the customer frustrations which ensue (which has become a near-sport/ hobby of mine, since I started this blog) can be very entertaining reading in an odd, perverse way– and no other industry is more prevalently featured in these “IVR Hell” stories than the airline industry; the […]

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Obscenity Will *Never* Go Out of Style

It was an obscene phone call so well cloaked; so incredibly subtly executed, that I didn’t even know I was into it until it was way too late. It was a Saturday morning, full of the usual hub-bub and rushing around that weekends usually bring, and we were on our way out of the house when the phone rang. […]

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We *Really Are* Happy to Serve You…

I had the good fortune to be able to persuade Emily Yellin, internationally-recognized Customer Service expert, to agree to be interviewed for this blog – I loved her keynote address at SpeechTek two years ago, and devoured her best-selling book “Your Call is (Not That) Important To Us”. In addition to being an author and […]

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