Escalations with Empathy

 I was one of those who benefited from the COVID-19 pandemic. Remote work became a business necessity worldwide, and that gave many of us an opportunity we otherwise wouldn't have had. Photo by Kristin Wilson The world hasn't been the same since the years passed. Because of the ever-present threat of new pandemics, wars, and volatile markets that create and destroy millionaires almost daily, one question persists in the Customer Service workplace: Is it necessary for all Customer Service Agents to work remotely? In my opinion, no. Frontline Agents, by definition, must work directly with the customer. They are the ones with the necessary training to resolve most basic issues, and thanks to their direct contact with the customer, they have the ability to escalate complex or high-risk problems to the appropriate teams. What is the difference between Frontline and Secondline Customer Service? Frontline Customer Service can be seen as a conversation in a physical store, or as a grou...

 I recently saw a course on LinkedIn by Ethan Evans titled High-Velocity Decision-Making for Senior Leaders and Executives . I found it very educational, so I want to share my notes and opinions. I do not intend to make an exact summary, and I recommend watching the course if you have access to the platform and understand English, especially because I found the administrative anecdotes about Twitch very interesting. Photo by Hunters Race Why must Executives decide quickly?   An Executive cannot wait too long to decide, they would expose themselves to competitors gaining an advantage.   An Executive must prioritize speed over certainty, and take intelligent risks. If the decision is not reversible, or the cost of a bad decision is too high, it is better to wait until you have 90% of the information needed to make decisions. If the decision is reversible, or the cost of a bad decision is low, an Executive should decide when they have 70% of the information....

 I have seen Customer Service Agents, better than me, get fired. Some had accent-free English or English that sounded native. Others only received compliments and positive comments from their Customers. Photo by Alex Shute Even so, they could not keep their jobs. Why? In my opinion, for lacking resilience. What are the consequences of working in Customer Service without the necessary resilience? From the rush, only tiredness remains. Everything comes to those who know how to wait.   Unnecessary haste.   Excessive exhaustion.   Stress.   Psychosomatic illnesses .   Making basic mistakes, but with terrible, sometimes irreparable, consequences.   Saying words from which one cannot later retract.   Being scolded.   Losing a promotion.   Being fired. Being put on a blacklist and never being able to get a job in the Customer Service sector again. You must increase your resilience to succeed; having ...