Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Customer Service Inspiration from my Bookshelf - FCR - Blog

Customer Service Inspiration from my Bookshelf

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post.

Can we all acknowledge that customer service is a hard job? Whether we’re working at a great company with a great product and customer experience or we’re getting abused all day, every day supporting a flawed product, customer service is taxing work and requires regular appreciation and inspiration. After all, we’re serving people, and people are messy. With that in mind, I want to pause for a moment and echo the words of Jeff Toister in his brand new book, Customer Service Tip of the Week. He dedicates the book to customer service professionals everywhere saying, “I admire you for your dedication, your concern for others, and your genuine desire to make someone else’s day better.” I couldn’t agree more!

Now, I don’t have an extensive collection of books on my customer service bookshelf, but as I glance over, I feel somewhat of a connection with many of these books. At one point or another, each one has enlightened me and sometimes kicked my butt, as I learn to serve customers better.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Given that it’s National Customer Service Week, and we’re remembering awesome customer service and the people behind it, I thumbed through some of those books in search of inspiration. What follows are some quotes I had previously underlined, and I hope they help us and perhaps challenge us all to serve customers better.

“If you ask me, your attitude is one of the most important determinants of your future…Be the person who steps up when things go wrong. Be the person who changes the topic when someone won’t stop complaining.” ~Adam Toporek, Be Your Customer’s Hero

This one is a hard pill to swallow, and it speaks a lot about the culture in our organizations and contact centers. The easy thing to do so often is to gripe about coworkers and customers in between calls and it absolutely spills over into our interactions with customers. The less popular and more difficult thing to do is to take responsibility for our attitude and stay positive consistently, but that’s precisely what great customer service professionals do. When we’re positive, we’re in our very best mindset to serve customers well and hopefully infect the rest of our colleagues with a little positivity at the same time.

“At any given time, one person will represent the entire organization: the brand, the other employees, the building, everything. Every employee must know and understand the importance of this inescapable reality, which I call the awesome responsibility.” ~Shep Hyken, The Cult of the Customer

Do you realize that a customer may only interact with your company one time — especially if it’s a bad experience? That IS an awesome responsibility. We have one shot to get it right in some cases, and while that responsibility doesn’t rest solely on individual customer service representatives, a whole lot of it does. Customer service professionals have a huge opportunity and play a massive part in the success of the companies they represent. That’s scary and cool at the same time, right?

“Every customer service contact is an opportunity to strengthen that relationship, even when things have gone horribly wrong. In fact, when you or your company make a mistake, how well you handle it can enhance the relationship you already have with your client.” ~Marilyn Suttle and Lori Jo Vest, Who’s Your Gladys?

Similar to the last quote, this is one thing I love about customer service. We have an opportunity to make a difference in every customer interaction. We get to solve many problems throughout the course of each day and save who knows how many customers in the process. And when you think about how much money many of those loyal customers are likely to spend over the course of their lifetime with your company, it’s a big deal.

“Innovative service starts with the assumption of the goodness of customers. And such a belief can be a self-fulfilling prophecy. Customers treated with goodness assume the behavior and attitude of goodness.” ~Chip Bell, Kaleidoscope

This is a powerful statement about attitude from Chip Bell. It’s so easy to slip into a cynical and almost suspicious mindset where we assume all customers know nothing and they’re out to game the system. Bell is challenging us to change our underlying assumptions and attitudes toward our customers, assuming that they’re good and that they genuinely want to do business with us. This shift in mindset makes it easier to serve customers well.

“When it’s up to me, I choose to win, and not let a bad situation define me and cause me to make bad decisions about my future. Given a choice, and there is always a choice, I choose to have a positive attitude.” ~ Doug Sandler, Nice Guys Finish First

Another quote about attitude? I think we already agree that a positive attitude is essential to great customer service. But can we also agree that it’s a choice? It doesn’t happen by chance, and good or bad, our attitude isn’t something that happens to us. That means that a huge part of our success in serving others well and with a great attitude is within our control.

“Never forget that at the core of customer service is the act of people serving people.” ~Jeremy Watkin, Customer Service Life Blog

OK, I slipped in one quote of my own after just recently being reminded of a post I wrote almost five years ago. It took me a long time to come to this realization that the person on the other end of the phone, email, chat, text, tweet, etc. is a human being JUST LIKE ME! Strip everything else away, and you remember that these people also have families, livelihoods, careers, cares, and concerns. When we do that it (hopefully) taps into something altruistic in each one of us, and we begin to find purpose and meaning in the simple act of helping another human being.

When you put it that way, you begin to realize that being in a profession where you serve others is a great and noble career. For those of you that serve day in and day out with a positive and selfless attitude, Happy Customer Service Week! I appreciate you.


Publish Date: November 9, 2018 5:00 AM

2021 Buyers Guide Automated Call Distributors

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)

View more from FCR

Recent Blog Posts:
When Friendly Customer Service is SecondaryFebruary 20, 2019 5:00 AM
Customer Service Edge Cases. To Empower or Not to Empower?January 18, 2019 5:00 AM
FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019January 11, 2019 5:00 AM
How Chat Analytics Differs from Voice AnalyticsJanuary 3, 2019 5:00 AM
Sad and Happy GoodbyesDecember 21, 2018 5:00 AM
Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)December 14, 2018 5:00 AM
A Miscellaneous Lot of Thoughts on Quality ScoringDecember 10, 2018 5:00 AM
7 Essentials for a Customer Service Voice and Style GuideNovember 29, 2018 5:00 AM
The Customer Service Advice We’re Thankful ForNovember 21, 2018 5:00 AM
Customer Experience Insights From the InnovatorsNovember 15, 2018 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =