relationships

9 Secrets to a Winning Customer Support Experience

December 14, 2010 by Farnoosh Brock

Faces seen in an Art Shop in Bali

How well do you handle your interactions with customer support?

Yesterday, an AT&T rep of all people put me in my place. I was completely out of line when I said she was not doing anything to help me. She was. I was also wrong when I told her it’s nearly impossible to isolate an intermittent problem. She had a process for it if only I listened long enough. Funny enough, her spunkiness instantly turned things around for me.

I moved from a place of utter frustration and defensiveness to a place of compassion, patience and collaboration.

What right did I have to get frustrated with her when she had only known my problem for all of 3 minutes [Read more…] about 9 Secrets to a Winning Customer Support Experience

The White Hot Truth about Being Useful

December 10, 2010 by Farnoosh Brock

Yellow water bridge in Singapore

When a single word brings you to a dead stop in your tracks, when a quote resonates so deeply with your thoughts that time gently slows down around you, when a book speaks to you so strongly you want to devour it in one big bite, take it as a good sign! It means you are really listening to yourself as you take in your life.

Thanks to Danielle LaPorte, that loudly brilliant and awe-inspiring woman over at White Hot Truth, that happened to me yesterday when she said the word: useful. To quote her more accurately: