A “Lifetime” of Customer Service
Originally posted at Bluewolf.com
When I stepped up to the bulletin board in 1980 and put my name on the job bid-request to begin working in the Greyhound Bus Lines “customer service phone room,” I had no idea that I was choosing a career. And while I’ve touched on that decision many times, it hit home last week that I’ve lived a “lifetime” in customer service.
Over the past 37 years, I’ve had the opportunity to learn from some of the best people in an industry that I grew to love early on. It all came together last week when the industry organization that I respect the most, ICMI, recognized me with a Lifetime Achievement Award at their Contact Center Expo Event in Orlando. It was a humbling experience, as one of my mentors, Brad Cleveland, shared details of my career and handed me the uniquely designed glass award.
The positive response from friends and colleagues - both in person and on social media - has been overwhelming. When talking to a friend earlier this week, I was asked, how did this happen?! That conversation led me to contemplate the keys to longevity and success. Here are some thoughts:
Thanks also to Bluewolf - for giving me the platform to grow my career over the past five years. I could not be more excited about my “blue” future with IBM! And I find myself excited about what a colleague described as “rocket ship” growth in the area of helping service and support organizations transformation using the top application in the world - Service Cloud. And, with the recent partnership between IBM and Salesforce, we are now working on the future service and the contact center - AI (Artificial Intelligence). At Bluewolf, we believe that IBM’s Watson and Salesforce Einstein - teamed with Salesforce Service Cloud - will change the customer experience forever.
So, while the award was a recognition of a lifetime of work - I am looking forward to many more years - working with great people, working with the best applications in the world, helping companies improve customer experiences - and focusing on helping others pursue their goals.
“Success is not counted by how high you have climbed but how many people you brought with you.” ~ Wil Rose
Customer Experience, Employee Engagement, Frontline Leadership,