Feb 3, 2025
Summary
In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer...
Jan 25, 2025
Takeaways
Customer service experiences can be frustrating and
time-consuming.
Government intervention may be necessary to improve customer
service standards.
Companies often fail to address their own customer service
issues.
The experience of customers with disabilities is often
overlooked.
Regulations in Europe provide...
Jan 13, 2025
Summary
In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges of employee engagement and satisfaction in the workplace, particularly in the context of returning from time off. They explore the importance of recognition, meaningful work, and the impact of relationships on employee well-being....
Dec 25, 2024
Summary
In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts...
Dec 20, 2024
Summary
In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related...