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Curated Experience

Sep 15, 2019

Show Notes:


  • I start the show talking about my biggest career regret
  • Bob shares his opportunity to be one of the first Fedex employees
  • Interviewing for a job is like dating - everyone lies on the first date. Find a way to find out who your future boss is, pick the wrong one and you are screwed.
  • At any stage in your...

Sep 5, 2019

  • Bob Furniss is a 40 Year veteran of the space
  • Customer Service Agent and Supervisor are the toughest jobs in the space
  • Human emotion has a formula that is changing in real time
  • As you improve Self Service the CS job gets harder 
  • Level 1 customer Service is going out of business
  • Best Practices/Benchmarking should be you...

Aug 30, 2019

- Odds are against you

- Why are the odds against you?

- What can you do?

Aug 23, 2019

-Explore gen 1, gen 2 and gen 3 service employees

-What skills do you need now

Aug 16, 2019

- Leading people is hard

- It is for the select few 

- You do not and should not promote your best people