Meet Fran & Kim>Generous hearts who make a difference.

Got Isabels? Be glad you do!

I call them the “Isabels.” Day in and day out, these special people believe as I do that customer service is the business of people helping people. Whether it’s going the extra mile to resolve a customer’s problem or taking the time to listen to a co-worker share their troubles, Isabels know the importance being generous and compassionate.

Much like the wise character, Isabel, in my customer service fable, Isabels make it a habit to turn every day challenges into opportunities to make a difference in the lives of others.

Last week I presented at the WEI Spring Symposium in Seattle and had the opportunity to meet two terrific Isabels. Fran Shane (pictured on the left) a customer service manager at Avista and Kim Casey (right), her friend and fellow manager, having discovered my book, The Napkin, The Melon & The Monkey, several years ago  made it their mission to introduce the book’s ideas to their centers.

Over the years Fran and I corresponded frequently to discuss the various ways to use the book. I was delighted to be able to finally meet Fran and Kim (hugs all around) and learn the many inventive strategies they used to integrate the book’s 4 Elements into their call centers’ culture.

I’d also like to take the opportunity to mention two others who are making a significant contribution to their company and customers — my co-presenters at the conference, Sarah Peluso-Martinez and Denise Wasdrop from Southwest Gas Corporation. This dynamic duo told their amazing story of how their team transformed five call centers into one virtual center.

This week, seek out your Isabels and let them know what a difference they make every day and in so many ways. (Remember to give them a hug for me.)

Be happy.

Barbara Burke

Copyright 2011 Barbara Burke. All Rights Reserved.