And finally, considering that she already knew vehicle wouldn't start, asking a woman to push a truck out of a garage seems a little unreasonable.

What Needs To Change? First, re-think your call quality standards. You may have too many standards; they may be too focused on internally created "shoulds", with very little focus on what matters most to your customers. Involve your CSR's and customers in process.

Secondly, empower and train your CSR's to think, act and personalize service to best accommodate given situation. One size does not fit all, or even most! Teach your CSR's how to recognize different communication styles, and then how to adapt their personal style so they can best relate to customer as an individual. In other words, teach CSR's how to treat customers how THEY want to be treated.

And thirdly, continually ask for feedback from CSR's as well as customers. Make time to find out what's working and what's not working. Pay attention to what they have to say. Make ongoing improvements that benefit everyone. Repeat cycle.

Companies spend thousands, if not millions of dollars each year to acquire new customers, yet sometimes they forget about how to best take care of customers they already have.

Everyday your customers and your CSR's make decisions about whether to stay with your company or go to your competitor. Loyalty is built on good, solid relationships. Your company relies on loyalty of your CSR's to service your customers. And great customer service can set you apart from your competition. Take action now! Stop sabotaging those relationships with unnecessary standards that don't really matter to your customers. Your customers and your CSR's will love you for it.

My current education goal? First, to read one non-fiction book a week for rest of my life. Just by following through on this simple goal, I will have read 52 books by end of year, 260 books in 5 years, and over 1300 books in 25 years! Second, to always have at least one mentor that can teach me new ideas. Mentors can be personal friends and acquaintances, or can be high-powered mentors in which you learn through their books and seminars. Both have an important place in your life. Both should be used continuously to change way you think and act. What an education!

Your Action Step For The Week Discover The Importance of Education

Commit yourself to education. Begin in simplest way possible: read! One of best investments you can ever make for yourself is to go to your local library, and get a library card. Then begin checking out books regularly. If you haven’t been lately, you may be surprised. One of our local libraries now carries multiple copies of bestsellers, and carries dvd’s, magazines, and CD and tapes for checkout.

How do you find good books? Check your bestseller lists. You can find them in New York Times, Wall Street Journal, or even on Amazon. If a book makes these lists, there must be a reason. I monitor these lists every week, and make sure I’ve read books on both non-fiction and business lists. Better yet, watch my On The Nightstand column every week. I monitor bestseller lists, and choose classics that I enjoy and have helped me in to success!

Build your library! When I find a great book that I enjoy, or that offers a wealth of information, I buy it and add it to my library. Even if you buy 52 books a year, averaging $15 a book, that’s an investment of $780 into your education. That’s less than most college courses! What an investment!

Check out bestseller list!