<ul> <li>Bob Furniss is a 40 Year veteran of the space</li> <li>Customer Service Agent and Supervisor are the toughest jobs in the space</li> <li>Human emotion has a formula that is changing in real time</li> <li>As you improve Self Service the CS job gets harder </li> <li>Level 1 customer Service is going out of business</li> <li>Best Practices/Benchmarking should be you comparing customer's latest expectations with your level of service</li> <li>Focus on getting a little better every day</li> <li>Employees over Customers</li> </ul>

#52 - The most Honest Resume w/ Bob Furniss

You hate waiting in line or on the phone for customer service. There have been plenty of shows about customer service, that all seem to offer "secrets" to improve customer service. This is not that show. Amas Tenumah focuses on Why customer Service is so broken and gives you the secrets to get around it.