Travis Smith

Shocked by Good Customer Service! 3 Principles for Good Customer Service

Since I have moved back to the Southeast, I have noticed a dramatic decrease in good customer service. Maybe from living in Dallas and being around some good customer service, my expectations have increased; however, I doubt this. When I worked at FedEx Ground, I was part of the Quality Assurance department as the Quality Manager. One of my responsibilities was handling customer service. While I didn't do all the things I would want to do now (ie., listen in on calls, record calls, etc.), I was ... Read More

Your Brand Is Not Yours: Branding and Customer Service

Travis Smith Training

In this world of Web 2.0, even with the companies lagging behind in 1.0 or NO.0, your brand no longer belongs to you. I remember when I was in college, I went to work at a "company" and we sat through a 2-hour seminar on how we are now representing them to everyone regardless of where we go and how we act. With technology like The Flip, that can be "shot" and almost immediately uploaded on YouTube, "your brand is no longer yours." The brand now is its reputation. It is now an intricate, complex ... Read More

DISC Behavioral Personality Assessment and More!

Travis Smith Leadership

Recently I read a post about the DISC, which I believe is accurate. Essentially, the DISC measures behavioral tendencies along two axes: pace/assertiveness and task/relationship orientation, and the instrument shows both the natural style and the adapted style (adapted typically to the work environment) of the respondent. Chris Young writes, I like to think of the DISC assessment as a "user's manual" to the talent within your organization. The insights gleaned from a DISC report will ... Read More