Stacy Sherman

And talking to a live customer, you can practice with the simulation and get the confidence and readiness. And acknowledge that people have fear and help them get comfortable so that they can be and show up their best. And so that's where I say that... A lot of people ignore the reality and just try to shove the new technology because they have to. They have to claim what they are.

And talking to a live customer, you can practice with the simulation and get the confidence and readiness. And acknowledge that people have fear and help them get comfortable so that they can be and show up their best. And so that's where I say that... A lot of people ignore the reality and just try to shove the new technology because they have to. They have to claim what they are.

And talking to a live customer, you can practice with the simulation and get the confidence and readiness. And acknowledge that people have fear and help them get comfortable so that they can be and show up their best. And so that's where I say that... A lot of people ignore the reality and just try to shove the new technology because they have to. They have to claim what they are.

And high EQ really is looking at the reality and helping each individual, not in a cookie cutter approach. It's connecting human to human.

And high EQ really is looking at the reality and helping each individual, not in a cookie cutter approach. It's connecting human to human.

And high EQ really is looking at the reality and helping each individual, not in a cookie cutter approach. It's connecting human to human.

Mm-hmm. And I believe that both the brands need to purposely create the connection with the humans that are interacting with the brand, internal and external. I also deeply feel and wrote about in Psychology Today magazine that we have to own our experiences too. So when I call customer service, That agent is a human and oftentimes just the messenger, right? They didn't make the decision.

Mm-hmm. And I believe that both the brands need to purposely create the connection with the humans that are interacting with the brand, internal and external. I also deeply feel and wrote about in Psychology Today magazine that we have to own our experiences too. So when I call customer service, That agent is a human and oftentimes just the messenger, right? They didn't make the decision.

Mm-hmm. And I believe that both the brands need to purposely create the connection with the humans that are interacting with the brand, internal and external. I also deeply feel and wrote about in Psychology Today magazine that we have to own our experiences too. So when I call customer service, That agent is a human and oftentimes just the messenger, right? They didn't make the decision.

And so having listened to thousands and thousands of calls within brands and listened to the tone of a customer, it's heartbreaking, right? Right. For the agent. And so obviously there's training and how you handle those irate customers. And that's a different topic, a different day. But we do need to own the experience, how we show up for others. It's a two way street.

And so having listened to thousands and thousands of calls within brands and listened to the tone of a customer, it's heartbreaking, right? Right. For the agent. And so obviously there's training and how you handle those irate customers. And that's a different topic, a different day. But we do need to own the experience, how we show up for others. It's a two way street.

And so having listened to thousands and thousands of calls within brands and listened to the tone of a customer, it's heartbreaking, right? Right. For the agent. And so obviously there's training and how you handle those irate customers. And that's a different topic, a different day. But we do need to own the experience, how we show up for others. It's a two way street.

Yeah, very easily. Within the company, all the different departments, you share the customer calls that the agents go through. You share those calls. You invite them to those calls. You have them be an agent for a day from the inside, from the CEO to the intern. Mm-hmm. Right. They need to actually shadow each other for the appreciation and understanding of the of what it's like.

Yeah, very easily. Within the company, all the different departments, you share the customer calls that the agents go through. You share those calls. You invite them to those calls. You have them be an agent for a day from the inside, from the CEO to the intern. Mm-hmm. Right. They need to actually shadow each other for the appreciation and understanding of the of what it's like.

Yeah, very easily. Within the company, all the different departments, you share the customer calls that the agents go through. You share those calls. You invite them to those calls. You have them be an agent for a day from the inside, from the CEO to the intern. Mm-hmm. Right. They need to actually shadow each other for the appreciation and understanding of the of what it's like.

At the same time, it's the conversations like this and that I'm doing on all my social platforms to help people understand this same concept that even if you're not in a customer service role. This is what it's like. And so if you're a customer or if you're a leader, heads up. This is what great looks like. And it goes full circle.

At the same time, it's the conversations like this and that I'm doing on all my social platforms to help people understand this same concept that even if you're not in a customer service role. This is what it's like. And so if you're a customer or if you're a leader, heads up. This is what great looks like. And it goes full circle.

At the same time, it's the conversations like this and that I'm doing on all my social platforms to help people understand this same concept that even if you're not in a customer service role. This is what it's like. And so if you're a customer or if you're a leader, heads up. This is what great looks like. And it goes full circle.

Absolutely many examples. As I alluded to before, I think AI is fabulous to save people time. I believe AI, even if you think about training, I've seen a platform that allows the agent and salespeople to practice AI. And the AI really feels like a customer, a human being. And you can set up like an irate customer. You can set up a funny customer.

Absolutely many examples. As I alluded to before, I think AI is fabulous to save people time. I believe AI, even if you think about training, I've seen a platform that allows the agent and salespeople to practice AI. And the AI really feels like a customer, a human being. And you can set up like an irate customer. You can set up a funny customer.